Job details

Customer Success Specialist

The Company

Abtrace is a health tech company based in London, with a team of doctors, researchers, developers and data scientists that bring together software engineering, machine learning expertise and medical experience to build clinical algorithms to support primary care clinicians.

The team is dedicated to creating digital health software to deliver Population Health interventions individualized to patients. This involves the continuous scanning of the entire health record of a patient to detect signals of deterioration, early onset of new disease and opportunities for preventative interventions. Our innovative platform empowers GP practices, Primary Care Networks (PCNs), and Integrated Care Boards (ICBs) to streamline patient management, improve outcomes, and maximise funding.

We work with over 250 primary care practices covering 2.5 million patients.

The Role

We are looking Customer Success Specialist to ensure our clients achieve the best possible outcomes with our software. If you understand the workings of GP practices and have exceptional people skills, we want to hear from you.

The ideal candidate will bring a strategic mindset, operational expertise, and a commitment to fostering great customer relationships.

Responsibilities

Account Management:

Guide GP practices through the onboarding process, ensuring smooth setup and configuration of the Abtrace platform.
Build and maintain strong relationships with clients, acting as their primary point of contact.

Training & Support:

Deliver effective user training sessions tailored to various team members within a practice.
Provide ongoing support, resolving issues promptly and liaising with the wider team to reach solutions quickly.

Proactive Engagement:

Monitor client usage data to identify opportunities for improvement and maximise adoption.
Act proactively to ensure practices derive maximum value from the software.

Feedback & Collaboration:

Collect and communicate user feedback, feature requests, and potential improvements to the technical team.
Collaborate with the company clinicians to address any client concerns requiring clinical expertise.

Essential Criteria

Exceptional interpersonal and communication skills, with a proven ability to build and nurture professional relationships.
Strong organisational and self-direction capabilities, able to manage your time effectively while working independently.
Solid understanding of GP practice operations, including workflows, use of searches in EMIS/SystmOne, and how these have implications for practice performance / payments.
Comprehensive understanding of recall for QOF, Locally Commissioned Services, and Medication Monitoring
Proven experience in relationship management or customer-facing roles.

Preferred Criteria

Experience working in a GP practice setting, such as a senior admin, patient coordinator, or Practice Manager, or deputy Practice Manager role.
Familiarity with primary care technology systems and processes.

Competitive salary, depending on experience
Private Pension
Generous maternity/paternity leave
Flexi working & possibility for remote working
Company's office in Paddington - easy commute and comfortable surroundings
Motivated, highly functioning, multi-disciplinary team
Opportunity to be involved in ground-breaking technology impacting patient health

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

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What You Should Know About Customer Success Specialist, Abtrace

Are you ready to take your career to the next level as a Customer Success Specialist at Abtrace? Based in London, Abtrace is revolutionizing healthcare with cutting-edge digital solutions that empower GP practices and care networks. As a Customer Success Specialist, you’ll play a pivotal role in helping our clients maximize the value of our innovative platform. Your exceptional people skills and strategic mindset will allow you to build trusting relationships with healthcare professionals while guiding them through the onboarding process. You’ll be responsible for providing tailored training sessions, resolving client issues swiftly, and monitoring usage data to identify opportunities for improvement. At Abtrace, we believe in fostering collaboration, which is why you'll regularly communicate user feedback to our technical team and work closely with clinicians to address any complex concerns. If you have a strong understanding of the operational workings of GP practices and a passion for enhancing customer experiences, we’d love to have you aboard! Join us in impacting patient health and improving primary care outcomes, and enjoy the flexibility of a supportive work environment—whether that’s in our Paddington office or remotely. With competitive pay and generous benefits, this is more than just a job; it's your chance to make a real difference in the world of healthcare!

Frequently Asked Questions (FAQs) for Customer Success Specialist Role at Abtrace

What does a Customer Success Specialist at Abtrace do?

A Customer Success Specialist at Abtrace ensures that clients achieve optimal outcomes with our health tech solutions. This includes onboarding GP practices, providing tailored training sessions, and continuously engaging with clients to maximize the adoption and utilization of our platform.