Customer Success Executive

Customer Success Executive

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

Who we are


Elemental is a tech for good company led by former community development workers. Elemental helps organisations all around the world to enhance the impact of their social prescribing programmes via their award-winning portfolio of digital social prescribing products and consultancy services. Elemental is bridging the gap between health, housing and the community with a range of social prescribing solutions designed to support the strategy and practice of self-care and independence.  



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 – Derry

Closing Date: 5th April 12 noon

What can you expect from the role?


We are looking for a motivated individual seeking to start their career in the tech for good industry. The position is based in our headquarters in Derry City . The successful applicant will be part of the  customer success team, which ensures that our customers across health, housing, local authority and VCSE sectors are best supported to use our software within their social prescribing projects.


The Customer Success Executive will serve both our customers/partners and our internal teams by offering support and assistance. This is a strategic customer success role that is very much  “hands-on” and requires attention to detail and the ability to meet deadlines.


Key Responsibilities:



  • Responsible for setting up training dates and supporting the Project team to deliver training

  • Liaison between Project, Development, Sales and Marketing teams

  • Provide regular updates on the status of projects to customers, proactively addressing any issues or concerns

  • Assign and maintain a training calendar for project team

  • Identify and solve issues that will impact the project and schedule

  • Assist with creation of project folders, updating project delivery plans and milestones

  • Provide technical support for all our customers in a supportive and professional manner, during the hours of 09:30 to 17:00 Monday to Friday, via telephone and online (Zendesk)

  • Monitor incoming calls and general online correspondence

  • To take ownership of user problems and be proactive when dealing with user issues

  • Coordinate travel requests such as accommodation, car rental and airfares

  • Help facilitate project handovers and schedule weekly update meetings

  • Ensure that project deliverables and milestones are met

  • Potential travel to customer sites

  • Other related duties as assigned


Essential Criteria:



  • 1+ years of customer service experience

  • High attention to detail

  • Excellent verbal and written communication

  • Experience in a fast paced, always changing environment

  • Self motivated, driven, and hungry for success

  • Must be able to commit to 40 hours/week between 9am – 5pm, Monday through Friday


Desirable Criteria:



  • Experience of working within public, community and voluntary sector partnerships

  • Experience of working in an Agile environment

  • An interest in health innovation


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

  • Motivating salary

  • Childcare vouchers scheme

  • Flexible working

  • Contributory pension scheme

  • Friendly and fast-paced atmosphere

  • Part of an award-winning scale up company


Salary


£16,000.00 to £18,000.00 entry level depending on experience


Interested?


If you think you’ve got what it takes and you’re up for the challenge email hireme@elementalsoftware.co and attach a covering letter summarising how you meet the criteria associated with the role and your CV (2 pages maximum).


Closing date: 5th April 2019 at 12 noon.


*Elemental welcomes applications from all sections of the community


*Essential criteria may be enhanced at the shortlisting phase