Customer Success Manager

Location: London

behold.ai is expanding to meet the needs of the global healthcare market with the regulatory and clinical strategy being the core component.

To support this we are looking for a motivated, skilled and experienced Customer Success Manager to work on the integration and deployment into hospital sites across the UK, US and India. The ideal person would have experience of working within NHS Radiology departments or may have experience as a public sector project manager.

ROLE RESPONSIBILITIES:

  • Customer point of contact for all customer activity including deployment, project integration tasks and the co-ordination of internal resources and the customer team to deliver a successful project outcome
  • Project manage customer activity and attend customer engagement and project calls, liaising with internal resources to facilitate the integration of behold.ai services
  • Co-ordinate the completion of required documentation for the integration of the behold.ai services including:
    • Information Governance
    • Data Privacy Impact Assessments
    • NHS Digital Framework and Security Questionnaires
    • NHS Services Contract
    • Data Sharing and Governance
    • Risk analysis questionnaires
    • Cost & benefits analysis and forecasting
  • Work with the internal technical and operational teams to deliver new products and business solutions to clients, performing the following:
    • Co-ordinate the technical connectivity between behold.ai and hospital site
    • Co-ordinate the Information Governance and clinical safety documentation with the customer and the behold.ai compliance teams
    • Meet with clients on-site as required as part of the deployment process
    • Co-ordinate and document the end-to-end testing
    • Produce project reporting and management reports
    • Provide handover and support to the operations team post deployment
    • Provide on-going reporting and support for the client integration
  • Work with the Operations team on issue management, root cause analysis, repeat problem prevention, automation and reporting.
  • Keep task and project documentation up-to-date, provide regular customer facing management and internal reports
  • Co-ordinate and attend Customer Service Review meetings and maintain meeting reports

SKILL REQUIREMENTS

  • Advanced to expert level Project Management experience
  • Advanced to expert level organisational and time management skills
  • Managing multiple priority tasks and be able to manage internal and customer engagement timely and effectively
  • Experience of creating high quality customer facing management reports
  • Microsoft Office 365 experience (Advanced level)
  • Have a full clean driving licence and own transport

Nice to have

  • Project Manager and/or Account management experience in a medical company
  • Experience of Radiology Clinical Workflows or hospital clinical pathways
  • An understanding of Radiology Information Systems (RIS)
  • Previous clinical experience as a radiographer or PACS / RIS manager

A full job description is available on request. Please click the “Contact Us” button to enquire about this role.

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