Customer Success Manager – FTC

🕒 6 days ago

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Little Journey

WebsiteLinkedInAll Job Openings

1 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

💰 Seed Round on 2022-02

Healthcare Insurance • SaaS • Wellness

Little Journey is a company dedicated to supporting children's health by providing personalized care through engaging and interactive content. Their platform is designed to psychologically prepare and support families throughout healthcare interactions, aiming to improve healthcare experiences and outcomes. Little Journey offers solutions for clinical trials, hospitals, and direct engagement with patients and families, including a free smartphone app highly rated by users. The company's services are designed to reduce anxiety and improve patient outcomes, particularly for children and their families. Based in London, Little Journey focuses on enhancing healthcare journeys through innovative approaches tailored for children.

📋 Description

• Deliver engaging live and recorded training sessions for clinical trial site staff and end users. • Deliver product demonstrations and walkthroughs tailored to different user roles. • Help maintain and improve training materials and recorded resources to support consistent onboarding. • Ensure site staff feel confident using the platform following training. • Maintain regular engagement with site staff to gather feedback and address queries. • Help identify opportunities to improve site engagement and product usage. • Provide support for site staff and partner queries, including basic troubleshooting. • Document bugs, usability issues, and customer feedback clearly for internal teams. • Work with Delivery, Product, Commercial and Ops team to support customer outcomes. • Share insights with Product, Delivery, and Commercial teams. • Support Delivery Managers with training materials and implementation activities where required. • Collaborate cross-functionally to improve customer experience and product adoption. • Provide light touch support for off the shelf renewals of our healthcare / community product. • Provide limited operational support in cases of product issues or defects, escalating internally as required.

🎯 Requirements

• Experience in a customer-facing roles within SaaS, technology or healthcare • Experience presenting and delivering training sessions to customers or end users through video calls, webinars or online sessions • Strong communication skills with the ability to explain processes and products clearly • Collaborative mindset and a willingness to work cross functionally • Experience supporting onboarding, implementation, customer success or enablement activities • Experience working in healthcare or similar regulated industries • Experience creating training materials, guides or recorded onboarding content • Exposure to cross-functional working with Product, Delivery or Commercial teams

🏖️ Benefits

• 28 days annual leave per year (plus public holidays) pro rata • £500 annual training budget  (pro rata) • £200 home working budget (one-off) • Up to 6% pension match (salary sacrifice) • Flexible working with core hours • Enhanced (family & parental) leave policies