Customer Success Executive

Giving the world more time

For the first time in human history we have the technology, data, and insights to redefine health. Together with our partners, we will make the leap from reactive to proactive medicine. By collectively benefiting from the data we individually generate, we can all live our longest, fullest lives. Huma partners with scientists, technologists, healthcare, and life sciences professionals to understand, treat, and ultimately prevent ill health. Giving knowledge and power to those with medical conditions, while saving clinicians time, energy, and valuable resources.

We are looking for a Customer Success Executive to join the Huma UK Customer Success team and deliver excellent customer experience to all our users. The role focuses on supporting customers and ensuring they get the maximum benefit and satisfaction from using all the features in the Huma Workspace. Candidates with an engineering background in any discipline are preferred.

Your Mission

• Provide support for customers across Primary, Secondary and Emergency care including live chat, email and some calls.
• Become an expert on the Huma UK products and services to allow you to support both external and internal queries.
• Identify and grow customer advocates and champions alongside identifying potential customer churn.
• Support in building and managing the internal and external knowledge centres.
• Work closely with the product team to help with product roll outs.
• Support the mobilisation of customers including account creation, training and onboarding.

From day one in this role, we'll expect you to have

• Strong cross collaborate skills as you'll be working with all departments across the business (e.g. product, sales, engineering, account managers).
• Experience working in a busy customer success/ support role and able to manage your time appropriately.
• Excellent troubleshooting and problem solving skills with a 'can do' attitude.
• A love of data to track and improve own performance, team collaboration and customer utilization.
• Excellent written and verbal communication skills to support and build relationships with customers.

It's great, but not required, if you have

• A track record of demonstrating success and support of customers.
• Understanding of working with the NHS.
• Experience using a CRM system.
• Experience using Intercom or similar live chat support tool is desirable.
• Worked in a collaborative environment with cross functional teams.

You will thrive at Huma if you are

• A strong communicator - you practice open and clear dialogue, while listening with fairness.
• Detail oriented - working with people's health means we obsess over every detail and make sure we get it right.
• A collaborator - you achieve some of the greatest results by working together.
• Ambitious and driven - the ability to focus your energy where it matters the most.
• A Self-solver - you are resourceful and seek solutions through collaboration.
• An Agile thinker - comfortable adjusting to a fluid business environment where rapid change is the norm.

What we can offer you

• Competitive pension scheme & salary sacrifice with Aviva.
• Prioritisation of your health and wellbeing with ClassPass.
• EAP scheme and gym membership discount with Aviva.
• Progressive private health insurance with Aviva.
• AIG Life & income protection scheme.
• Generous share options - every employee is an owner.
• 25 days paid vacation + UK bank holidays.
• Bike2Work scheme.
• Season ticket loan.
• Family first culture - giving the flexibility you need.
• Growth & development opportunities.

Objectives & Key Results (OKRs) for the first 6 months

• Become an expert on the full Huma UK product suite to allow you to support both external and internal queries.
• Support customers with an average reply rate of under 20 minutes and a satisfaction score of over 80%.
• Support in creating an internal and external knowledge hub to promote self-service.
• Form part of the key product development flow with knowledge from being the eyes and ears on the ground.

£30,000 - £35,000 a year, depending on experience and competencies.

Come join us!

We believe magic happens when you bring together diverse ideas, experiences, and styles. We want to create a world where people live longer, fuller lives, and to do that well we need a team that represents all of the people and communities who use our solutions. We aspire to create an environment where everyone has the opportunity to do their best work. We are always looking for ways to improve so if you have any suggestions, please get in touch.