Customer Success Director Customer Success London, United Kingdom

About Us Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff. Their fully integrated workforce management solution helps optimise outcomes for organisations, managers, staff and patients alike. Built by a team of dedicated healthcare veterans, and co created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.

Patchwork offers a range of different solutions, including temporary staff banks, which enable organisations to source temporary staff from their own pool of approved workers; 'collaborative staff banks', which help healthcare organisations team up with others in the same region to widen and share their temporary staffing pools; an innovative new rostering solution which enables more flexible, sustainable staffing for permanent healthcare staff; and an Agency Manager which makes it easier for managers to select appropriate temporary staff from external agencies when necessary. Patchwork Insights also provides managers with comprehensive data oversight, to monitor staffing trends, shift fill rates and pay rate escalations, and reliably plan ahead to prevent staffing gaps.

Patchwork Health has been recognised as HSJ's 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator's Economic Innovator of the Year Award.

The Role Our Customer Success Team resides within the Client Operations Team in the Operations business area and is responsible for maintaining relationships with all customers, especially those of strategic importance to the business (i.e., account management).

Customer Success Directors are responsible for maximising happiness and nurturing long term and positive relationships with customers and their stakeholders throughout their journey with Patchwork.

This role is solely responsible for managing the overall strategic relationship with a defined group of Patchwork customers across a region. The role holder is responsible for ensuring customers are retained whilst securing additional revenue, by identifying opportunities for them to use Patchwork's products and services through increased product and feature utilisation, and introducing relevant Revenue teams where appropriate to achieve upselling and cross selling.

Key Responsibilities Customer Relationship Management

• Supporting Tier 1 customers with their use of the system.
• Building and maintaining trusted strategic partnerships with customers, with a particular focus on executive and senior stakeholders acting as their primary point of contact.
• Providing transformational support for senior stakeholders in the utilisation of Patchwork's solutions, ensuring that our customers implement services and plan projects effectively.
• Providing senior leadership for designated Tier 1 accounts, ensuring account plans are maintained on the CRM and actions are captured and managed to address customer needs.
• Ensuring that all matters are addressed with agility and efficiency, and in line with Patchwork values.
• Regularly engaging customers with a complete review of their maturity Patchwork product utilisation, using maturity matrices / similar tools.
• Ensuring that clients are supported, through all mediums, including on a face to face basis where necessary.

Customer Growth & Retention

• Ensuring all contracts within your remit are in effect according to agreed terms and conditions.
• Owning responsibility for renewals within your remit; and ensuring all renewals meet Patchwork's expectations and capabilities.
• Working strategically with external and internal stakeholders to expand their usage of Patchwork solutions.
• Identifying and leading opportunities for upselling or cross selling to support customers in adopting new technology, solutions or services from Patchwork, Revenue teams, where necessary, to ensure all upsell and cross sell opportunities are maximised and succeed.

Strategic Planning

• Conducting regular strategic reviews of the market and regional status to aid in identifying new ways to ensure retention.
• Collaborating strategically internally to relay evolving needs.
• Working with the Director of Customer Success and other members of the Customer Success Team to support the continuous development of service delivery to support customer happiness is being maximised.
• Confidently communicating recommendations to improve outcomes, system and service improvements, through the right internal channels, building effective relationships with those internal stakeholders.

Reporting & Analytics

• Accountability and responsibility for all documentation and utilisation of internal systems such as the CRM for customer reporting within your remit.
• Ensuring internal stakeholders have oversight of any Key Performance Indicators (KPIs), service delivery and achievements against defined outcomes in the utilisation of Patchwork solutions.
• Utilising data to aid your decision making processes for your customers and focus your activity proactively to support them, whilst ensuring delivery in line with Service Level Agreements (SLAs).
• Working collaboratively within the Customer Success Team to develop and document processes to build up, maintain and improve a knowledge base, including clear internal change management procedures and audit documentation for customers.
• Continuously documenting ways of working to improve cross functional collaboration and to relay product feedback and customer insights to internal stakeholders.
• Work closely with Customer Success Managers to use customer and app user feedback and data analysis, along with industry standards and new technologies to collaboratively drive a culture of continuous improvement; and to ensure a seamless experience for all Patchwork's customers by sharing relevant insights to offer more personalised support.
• Supporting cross functional teams such as Revenue, Product and Technology teams by providing experienced guidance on Patchwork's products (i.e., how the product works - either as intended to customers or how the product actually works for customers to internal stakeholders) and best practice of system utilisation.
• Educating internal stakeholders on system understanding and utilisation, with a goal of knowledge transfer and upskilling internal stakeholders.
• Monitoring industry trends, new technologies and Customer Success best practices, providing support within the Customer Success Team to ensure the whole team continues to be innovative and competitive.
• Evaluating new tools, technologies, and methodologies to drive continuous improvement.
• Supporting Customer Success Managers and Executives within the Customer Success Team.
• Collaborating with Customer Support to facilitate customer success.
• Building and maintaining good relationships with internal stakeholders, specifically the wider Client Operations teams and the Product and Technology teams.

Requirements Essential

• Demonstrable experience in account management or customer success, in a revenue generating capacity, within SaaS products.
• Proven track record of driving growth and retention of key customers in an enterprise sales environment.
• Excellent business partnering skills with both internal and external stakeholders, in particular executive level stakeholders.
• Demonstrable experience in successful contract negotiation.
• Proven track record of working with a strategic mindset to maximise opportunities with customers.
• History of adopting new techniques and ways of working, in order to keep up to date with the market.
• Good reporting capabilities in order to communicate effectively with internal and external stakeholders.
• Exceptional communication skills, equally at ease working autonomously or as part of a collaborative team.
• Experience using common customer tools and CRMs (i.e., HubSpot).
• Tech savvy and adaptable to new technologies and systems.
• Eagerness to work with multiple people and be a self starter.
• Prideful in attention to detail.
• Ability and passion to work in a fast paced scale up team environment, embracing its challenges and opportunities.

Nice to Have

• Experience in a tech start up/scale up.
• Experience or knowledge of the NHS, healthcare, or healthtech industry.
• Experience or knowledge of workforce applications.

Benefits, Perks & Remuneration Salary: £60,000 +

• Hybrid and flexible workplace
• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Wagestream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co working spaces across the UK

The Small Print We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us.

Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle. For more information on our pledges and policies, please refer to our website or reach out to Patchwork's Talent Team.
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