AddressTitle:Customer Success Associate
Role: Helping our clients to get the greatest possible value from OMS products
Location: Remote, UK (must have right to work) but may need to travel to clients occasionally
Days/week: Full Time
Starting Salary: £25k - £35k
The Who, What, Where, When & Why
Do you love working in Customer Success? Over the past three years have you built up a great range of skills, understanding and knowledge in this field? Are you looking for a fast paced role in a growing business where you can make a real impact?
We are looking for a UK Customer Success Associate to join our team. You will work with NHS Trusts, Universities and Nursing Colleges helping them to leverage our cutting edge technologies to transform healthcare education and training and improve patient care. In other words you will be helping doctors, nurses, medical and nursing students so they can be successful in their role of supporting patients and saving lives.
Reporting directly to our Global Head of Customer Success you’ll work closely with our small Sales team to scale out and deliver exceptional service to our clients, enabling them to get the most from our products.
Because of you, our clients will feel confident in leveraging our platform to deliver effective training opportunities and realise true value from our platform.
Because of you, OMS will deliver more training, more quickly, and at a higher quality to those that need it, both on the front lines of healthcare and in healthcare education.
Ready to take the next step?
Who you are:
You are proactive and not easily phased by complexity, uncertainty or the fast pace of a scale up environment- in fact you actively enjoy this
You are a great communicator and connector of people, you have a real strength in building relationships both, within the team and in the wider business, as well as, with customers
You have built minimum 2-3 years’ experience working in a Customer Success role for a SAAS company
You love new technology and aren’t afraid to learn how it works and even how to fix it
You are analytical you enjoy using data to build understanding and insight
You are pragmatic and personable
You know how to influence and love bringing people on the journey with you
You are a team player - you may have a job title but you’re always willing to roll up your sleeves and help wherever help is needed
You like learning new things and aren’t afraid to fail at first
What you will be doing:
You will build relationships with our clients and enable them to maximise the value of using OMS products in their organisations.
You will take part in kick off calls and deliver new client virtual onboarding sessions as well as be involved in occasional on-site visits. You will take responsibility for the key areas of Success Management (working closely with the Sales team on renewals and upsells).
You will proactively identify and address customer needs and concerns to foster customer loyalty and satisfaction.
You will get stuck into the data. Helping client’s track their usage and generating genuine insights that help drive value for the customer. You will use this data to also help us to continuously improve in the support and value we can offer our clients. You will use a range of approaches to ensure that we have good customer insight on what we are doing well and where we can improve.
You will know our customers well and will be able to identify and flag any that may need more support to ensure they are successful in their adoption.
You will work closely with the customer support team, contributing with your knowledge and providing cover as required.
You will collaborate with the Product development teams to communicate customer feedback, feature requests, and bugs and also work closely with our Sales, Marketing and Support teams to achieve OMS goals.
About Oxford Medical Simulation
OMS helps health systems, hospitals, medical and nursing schools deliver training and assessment better, cheaper, faster and at scale.
Our award-winning simulation platform is transforming the way healthcare and educational institutions train, assess and recruit healthcare professionals. By combining cutting edge 3D visualisation with artificial intelligence and leading educational theory, OMS delivers all of the benefits of physical simulation whilst delivering significant savings and improving patient care.
Founded in 2017 and commercially launching the award-winning OMS Platform in late 2018, OMS has experienced rapid growth with deployments spanning more than 100 Healthcare institutions around the world including the NHS, NYU, Oxford, Health Education England and the world’s #1 pediatric hospital.
OMS was named in the Top 50 Tech Companies 2019 by Business Cloud and was a finalist in the Global VR Awards 2019 & 2020. We have also been shortlisted for the Go Tech Awards 2021.
Oxford Medical Simulation is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Oxford Medical Simulation is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
Who we are
We are Skiers / Boarders, Runners, Rowers, Pilots, Magicians, Weavers, Photographers, Game heroes, Movie Buffs, and every other variety of people. We are hard working. We are passionate about what we do. We care about the work. We care about each other. We care about pushing the envelope and we care about using our working lives to make the world a better place.
We value these behaviours above all:
Care & Pride - we take care and pride in everything we do
Growth mindset - we push the boundaries so we are adaptive, inventive and always learning
One Team - we are in it together, mucking in and supporting each other with humour and humility
Sound like you?
Benefits
38 days annual leave (incl. Public holidays)
Private Medical Insurance
Flexible work environment - work from home/ remote first
Pension: 3% company and 5% individual contribution
£500 one-off office set up allowance
High specification work laptop and oculus headset
Enhanced maternity, paternity and adoption leave
