Customer Success Manager

OverviewMediShout is a fast-growing, international startup that digitises operational pathways in healthcare so staff can deliver best patient care. Our App is the first in healthcare for staff to report and resolve any operational issue that delays them (e.g. faulty IT, broken equipment, missing stock, estates issues), leading to staff time saved, fewer operations cancelled and better patient care. Our main customers are healthcare suppliers; medical device companies with billions in revenue and global facilities management companies.

MediShout is entering an exciting growth phase and seeking a Customer Success Manager to drive our value creation and commercial growth, by leading the delivery of new projects and pilots when we onboard new hospitals and healthcare suppliers. Your success will see our platform continue to expand in the UK and internationally, and this will require weekly travel to hospitals in England and abroad as we scale.

About MediShoutThe world''s first platform aggregating all operational departments and suppliers in hospitals. Hospital staff and patients can report any operational issue using our app or QR codes. Working with global medical device companies and facilities management companies. Huge growth opportunity to ramp up our global expansion by onboarding more suppliers. Backed by renowned investors; Heal Capital, Episode1, Nickleby Capital, KHP, Atomico Angels. On the NHS Innovation Accelerator and Microsoft for Startups Accelerator. The core values we seek in our employees: Be Trustworthy, Be Impactful, Be Empathetic, Be Insightful, Be Adaptable.

The Job RoleWe are looking for a Customer Success Manager to solve real-world challenges for our healthcare customers. You will create implementation strategies for hospitals and/or medical equipment suppliers, ensuring high user-adoption of our platform by frontline staff. You will build strong relationships with customers at all levels; from frontline healthcare staff, to senior managers and also C-suite executives. This role is hands-on, meaning you will need high energy and be willing to travel frequently to be on-site in hospitals to ensure that excellent digital transformation occurs and customers receive optimum value. When in hospitals you will need to visit wards or other clinical areas. MediShout is expanding our services across the UK, Ireland and Nordics so you will need to travel where required to present to customers, carry out training and product deployments, and engage with existing users.

Responsibilities

Digital Transformation

Partner with our internal Account Manager to engage and influence client representatives, driving momentum and unlocking new sites for deployment as part of successful launch execution

Take ownership of managing relationships with both new and existing customers, including hospitals and equipment suppliers, ensuring strong collaboration and ongoing success

Work with new customers to map their existing processes and identify where our technology can add the most value, developing a clear deployment strategy that supports effective rollout across their sites

Lead the implementation and user onboarding of our technology in hospitals, ensuring it integrates seamlessly with clinical pathways and existing systems

User Adoption: Drive staff engagement with the MediShout App, promoting sustained usage and delivering measurable value to frontline teams

Act as a subject matter expert by building deep knowledge of our current product capabilities and future roadmap, actively engaging with teams across the business to stay informed and aligned

Contribute to continuous improvement by identifying opportunities for enhancement, raising uncertainties or discrepancies, and ensuring team and process documentation remains clear and up to date

Build and Manage Relationships With Customers

Represent MediShout with confidence, identifying and engaging the right stakeholders within customer organisations to meet implementation and adoption goals

Build trusted relationships across all levels - from clinical staff to senior managers and C-suite executives - to drive projects and new launches to successful completion

Understand customer needs and guide them in using the relevant features and functionality of our platform to maximise value

Ensure any product issues are escalated appropriately, working with the Product Team to resolve them and communicating updates clearly back to customers

Make sure customer queries are addressed promptly and accurately, maintaining a high standard of service

Data Oversight

Capture and analyse data that demonstrates the value of our solution or highlights opportunities for process improvement

Take responsibility for the data generated through MediShout, supporting the creation and publication of case studies and impact reports

Work closely with the Product Team to deliver actionable, data-driven insights into how our technology can further support healthcare operations

Collaborate with MediShout''s C-suite and take ownership of delivering against monthly and quarterly OKRs

Qualifications

Industry: have professionally worked with hospitals, healthcare staff or medical equipment suppliers

Experience: experience working in healthcare improvement, digital transformation or project management

Commercial awareness: able to identify and create opportunities to expand further with existing customers

Problem solving: a proactive and solution orientated approach to customer challenges

Travel: willing and able to visit hospitals in the UK, Ireland, Nordics by public transport and/or driving. Will involve multiple client visits each week

Communication: empathetic and friendly, build rapport with clinical and non-clinical stakeholders with the ability to present to a wide group including to senior stakeholders

Startups: customer-facing experience in start-ups or SaaS companies is ideal

Characteristics Desired

Trustworthy: be dependable and honest, deliver what you promise or communicate if you can''t

Impactful: passion for improving global healthcare, take pride in work, problem-solver

Empathetic: treat colleagues/clients with respect, listen and understand challenges of the team

Insightful: have insight into your strengths and weaknesses, openly receive and give feedback

Adaptable: manage complex processes in a changing environments, be flexible, can-do attitude

Benefits

Salary: £45-55k OTE (depending on experience) comprising salary plus performance related bonus. Salary review at intervals

Employee share options (EMI scheme), which vest at intervals

25 days annual leave, plus Bank Holidays

Employee Assistance Programme (access to counselling services, financial planning, discounts)

Work Laptop and accessories

Access to Spaces and Regus co-working

Hybrid working, Monday to Friday (8.30am to 5.30pm)

The role requires a willingness to travel. Will involve multiple client visits each week

The role is subject to a 6-month probation period

What We Provide

Personal development; be very supported by the senior management team

Achieve career ambitions with a pathway to grow within the company

Feel valued and empowered to contribute to company growth

Work with a passionate, exceptional and smart group of individuals

Flexible working where ..... full job details .....