Customer Success Implementation Manager

We have a bold vision: everyone involved in a patient's care - including the patient - should be able to communicate easily with each other. And we believe every NHS staff member should be using our software to make that happen. We want to make healthcare genuinely better.

We are solving one of the biggest challenges of our generation, and to do this, we need the best talent possible to help us raise the bar this is where you come in.

Our products are used daily (and you will have most certainly received a message from us) by over 98% of GP practices and half of NHS hospitals, impacting millions of lives.

As a Customer Success Implementation Manager at Accurx, you'll play a key role in helping NHS organisations and care providers successfully adopt our products, enabling better patient communication and improved care outcomes. You'll lead the delivery and implementation of solutions our customers have procured, providing clear, effective training on both new and existing tools.

You'll monitor adoption throughout the contract to ensure our products are fully embedded in clinical workflows, supporting the Implementation team to meet activation targets and deliver every project on time. As the primary contact during implementation, you'll build strong relationships with customers, empowering them to get the most from Accurx's products and ultimately improve patient experiences.

The Unique Challenges You'll Solve

This isn't just about executing tasks or managing projects. You'll be:

• Leading programs of work for users to drive recurring usage of procured products where adoption might have fallen below target.

• Identifying risks and mitigations for process improvement across the team to improve the overall onboarding and product implementation experience.

• Using data and qualitative customer feedback to overcome challenges to adoption and risk of churn.

• Consistently striving to improve our overall delivery and user experience when getting started with our product to maintain high adoption and promote contract retention.

• Putting in place long-term processes and strategies so that the same problems or challenges aren't repeated.

• Proactively identifying and delivering impactful projects to improve the overall Customer Success function

What We're Looking For

• Customer Relationship Management: You can quickly understand the needs of a customer and are responsive to their asks and/or challenges. You are a strong communicator and able to adjust your style to suit who you are speaking to. You confidently manage customers' objections throughout the Implementation or Training phase.

• Planning & Project Management: You can manage an onboarding project end to end. You are able to adapt quickly to new challenges and come up with a variety of solutions for customers or internal stakeholders.

• Communication, Training & Influencing: You understand the needs of a product user so you can adapt training styles. You have a strong understanding of all Accurx products and how to engage users with them. You can confidently demo any product and deliver training to a variety of stakeholders.

• Risk Management, Problem Solving & Critical Thinking: You can anticipate problems before they arise and quickly resolve them when they do. You are able to identify new opportunities to better deliver training and reach activation targets effectively.

• Data-Driven Approach: You use data and qualitative customer feedback to overcome challenges to adoption and risk of churn. You are able to use data to drive change, including creating new training plans or testing out new ways of working.

Our Principles in Action

• Fix healthcare communication: Healthcare systems are struggling; our solution is communication. All our efforts are centered here. We spend time on the frontlines to understand our users and the health system's challenges.

• Raise the bar: We have built an exceptional team to solve hard challenges. We hire for expertise and new ideas, maintaining high standards and only delivering work we're proud of.

• Be a driver, not a passenger: We make things happen, focus on the right problems, and bring the energy to deliver ambitious goals.

• Succeed together: We succeed only as a team. Our mission is too important for anything less, so company success always comes first.

• Move with urgency: We're on a mission, and every day lost is a missed opportunity to improve lives. We work at pace and focus on our mission, our users, and our impact.

• Be relentlessly resourceful:.We embrace constraints as they force us to think differently, be creative, and focus.

• Embrace challenge: We choose constructive conflict over superficial harmony. We have tough conversations to reach the best decisions and hold each other accountable.

What We Can Offer

• £50,000 -£70,000 + the value of £31,500 share options.

• Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

• We are office first, all accuFolk come to our office in Shoreditch 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here .

• Enhanced parental leave policy

• Working abroad policy

• We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

And much more .

Like the sound of this role and want to know more about the company? Here's more about us

We're a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.

Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.

Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.

We're passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help.

Head over to our main careers page to find out more about the team and our candidate hub .

You can also find out more about us on Medium , LinkedIn and Twitter & Instagram .

Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx.

Diversity & Inclusion

Accurx is committed to being an inclusive employer.As part of this, we're glad to accommodate candidates who need adjustments throughout the interview process .

Pre-employment Screening

All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here . If you'd like to ask questions before you apply please email .