Customer Success Executive (Implementation Team)

Customer Success Executive (Implementation Team)

Join our award-winning
team, taking social prescribing
to the next level

Who we are


Elemental is an award-winning Tech For Good company that is bridging the gap between health, housing, local government, and the community via their portfolio of digital social prescribing products and consultancy services, designed to support the strategy and practice of self-care and independence and community resilience. 


Former community development workers, Jennifer Neff and Leeann Monk, developed Elemental to halt health inequalities by connecting people, building communities, and improving lives. They have played a major role in the uptake and adoption of the social prescribing movement that has seen communities gain better access to programmes, services, and support in their local neighbourhoods that improve their mental and physical wellbeing.

“Social prescribing, sometimes referred to as community referral, is a means of enabling GPs, nurses, and other primary care professionals to refer people to a range of local, non-clinical services” – The King’s Fund.

Customer Success Executive (Implementation Team)


The Customer Success Executive plays a crucial role within the Elemental team. Representing your customers within Elemental, you will be their voice, and amongst the most visible team members externally.


  • Reporting directly to the Head of Implementation, the Customer Success Executive will hold an important role within Elemental
  • You will have the ability to perform an extensive range of tasks that will enable you to deliver in a fast-paced and dynamic working environment
  • You thrive in a customer facing role, with strong written and communication skills, a passionate Tweeter and promoter of the good things your customers are doing
  • At Elemental, you will feel part of the team from the first day!
  • With such a variety of tasks, a welcoming, fun and proactive team, we guarantee great learning opportunities and never a dull moment
  • This is an exciting opportunity for someone wanting to make a significant contribution to improving the mental and physical health and wellbeing of communities as well as reducing social isolation and loneliness

What the role will involve?


Key responsibilities include:


Develop a healthy customer relationship



  • Create engagement strategies to ensure we are speaking with the right people at the right time, and about the right topics.

  • Create and maintain a long lasting trusted relationship with our customers.

  • Ensure the customer is getting the best customer service, across the entire Elemental team. Be their voice.


Enhance customer training



  • Consult with our customers to understand their training needs.

  • Provide customised virtual training sessions.

  • Organise and contribute to the creation of user training materials.

  • Set up customers for success by making it easier for them to take advantage of our product suite.


Evaluate and analyse customer needs



  • Regularly check in to ensure our products are meeting the needs of the customer and to discuss areas to enhance further. Come with ideas and suggestions.

  • Gather feedback, analyse this look at the overall experience of the product and act on your findings.


Build trust and transparency with clients



  • Invite customers to participate in and contribute to internal discussions, encourage them to help us move forward procedurally as well as technologically.

  • Be honest, sometimes things take longer than everyone hopes. Help them to understand why, they’ll appreciate it.

  • Unlock more value in your/our relationship with our customers by making them feel included, and making sure that they are!


Onboard new customers



  • Being involved during onboarding and raising your profile with the customer from day one. This may include project managing an onboarding or being part of the onboarding project team.

  • Understand what they want to achieve and work with the Project Manager to ensure we stay aligned to the scope.

  • Keep a keen eye on benefits realisation, how will the customer and Elemental show success?


Act as a customer advocate, be their voice within Elemental and their partner in the sector



  • Ensure customer feedback is heard. Passing on directly, or translating it into use cases for product management, you’ll do what it takes to ensure it is understood and taken seriously.

  • Where requests conflict with the product vision or other requests, your eureka moment is finding a way to represent the idea in the context of our vision.  Be creative, find suitable alternatives.


Work with customers to enhance their experience through consultancy and product features



  • As the person who understands our customers needs best, you will ensure they are able to leverage new features upon release.

  • Provide additional services to your customers to promote engagement with their projects

  • Identify opportunities and bring these to your customers, their success is our success.

  • Adapt to situations positively, deal with problems and expectations and use them as an opportunity to impress your customers. They trust you to get the job done for them.


Promote customer loyalty



  • Keep track of contracts, understand when renewals are approaching and ensure we are in a good place.

  • Create a positive environment which takes the ambiguity out of renewals.


ESSENTIAL CRITERIA



  • At least 2 years experience in customer facing relationship management/customer success role or similar

  • Highly organised, focused, and disciplined

  • Project management ability

  • Strong writing, verbal and presentation skills

  • Energetic and hard-working

  • Creative thinker

  • Self-motivated takes initiative

  • Emotional intelligence

  • Eager listener and fast learner

  • Be dependable and accountable 

  • Be computer literate with all Microsoft Office/Google applications

  • Ability to prioritise duties

  • Good time-keeping and have the ability to complete various tasks

  • Ability to work under pressure

  • Confident manner




OTHER



  • To adhere to Elemental policy and practice  

  • To carry out any other duties within reason and capability associated with this role


Desirable Criteria (any other criteria required by the role in addition to the essential):


At least 2 years experience in a similar role


Highly organised, focused, and disciplined.


Strong writing, verbal and presentation skills.


Energetic and hard-working.


Self-motivated takes initiative.


Eager listener and fast learner.


Dependable and accountable. 


Be computer literate with all Microsoft Office applications.


Ability to prioritise duties. 


Good time-keeping and have the ability to complete various tasks.


Ability to work under pressure. 


Confident.


OTHER:


To adhere to Elemental policy and practice.  


To carry out any other duties within reason and capability associated with this role.


BENEFITS:


A workplace with people who genuinely care about what they do and the impact they have on transforming people’s health and wellbeing


Directly contribute to the growth and the overall success of the company


23 days annual leave, plus statutory holidays


Company health and wellbeing programme 


Motivating salary


Childcare vouchers scheme


Flexible working


Contributory pension scheme


Friendly and fast-paced atmosphere


Part of an award-winning SME that is growing nationally and internationally


SALARY:


Negotiable dependent on experience


INTERESTED?


If you think you’ve got what it takes and you’re up for the challenge, please complete the form below and be sure to attach your CV and a covering letter summarising how you meet the criteria associated with the role.


Closing date: 16th April 2019 at 5pm


*Elemental welcomes applications from all sections of the community


*Essential criteria may be enhanced at the shortlisting phase