Customer Success Manager

Job Title: Customer Success Manager - Wales

Reports to: Head of Region

Part time: 22.5 hours a week

Please note, candidates are required to be located in Wales

A role with Kooth is an exciting chance to join a fast growing business with a social purpose. Our mission is to provide welcoming and effective digital mental health support across the UK.

Working in partnership with the NHS and local authorities, we are already the UK’s largest digital mental health platform for young people aged 10-25. We are now rapidly expanding into supporting the UK adult population, providing corporate solutions to help build mentally healthy businesses, and expanding internationally.

We are looking for a driven and passionate Customer Success Manager who will immerse themselves in their region promoting the amazing outcomes that Kooth services deliver. These positions play an essential part in Kooth’s growth strategy for our children and adult services platforms.

Role Purpose:

As an individual contributor for a specified region, this role will positively represent Kooth and support continuous growth of our digital mental health service. This role will be data driven, enabling a proactive customer success approach with a focus on the commissioning landscape.

Key Responsibilities:

1. Provide effective and comprehensive Customer Success Management of the Kooth and/or Qwell services.
2. Develop relationships with key NHS and Local Authority strategic stakeholders and ensure Kooth is integrated and embedded within the region.
3. Deliver against the commercial target operating model for best-in-class customer success management.
4. Monitor and manage contract performance and develop plans for improvement for under/over performing contracts.
5. Support Kooth and Qwell renewals and further contract growth through effective development of tailored data informed narratives/presentations that meet the needs of the commissioner and local stakeholders.
6. Monitor contract compliance, KPIs & overall performance of local contracts to ensure that the services provided are both effective and of the utmost quality.
7. Work with the Promotion and Engagement team, customers and local stakeholders to implement communication and action plans to improve promotion and signposting of Kooth PLC services.
8. Engage in local and regional meetings sharing best practice and support the development of the organisation.
9. Work cross functionally within and with other regional teams, marketing and other internal departments to ensure smooth delivery of go live stage of contract mobilisation and ongoing contract delivery.
10. Update and review account plans for the region working closely with the ICS lead/head of region.

Skills:

1. Striving for continuous improvement and has a learning mindset, working with the customer success team to implement best in class and proactive customer success strategies and approaches in a collaborative and consistent way.
2. Ability to optimise portfolio of contract renewal and growth opportunities within a geographical area.
3. Ability to map commissioner and partner agency stakeholder environment and prioritise relationship management strategy.
4. Ability to network, liaise and hold relationships with a range of partner agencies either statutory, independent and charitable organisations to embed Kooth.
5. A confident communicator who can effectively engage and integrate with external organisations and key stakeholders.
6. Data analytical competency to not only report against contractual requirements but also to review contract performance, flag at risk accounts and develop a narrative to show impact and effectiveness of Kooth's service to commissioners and key stakeholders on a contract level.
7. Ability to develop and deliver customer success presentations and sales pitches to audiences of commissioners, providers and stakeholders including young people and adult cohorts.
8. Ability to work collaboratively within own, and regional BD and CS teams, marketing and engagement teams as well as other internal departments to ensure information and work flow is optimised.
9. Proven ability to manage and solve complex problems and deal with critical situations in a calm and effective manner.
10. Ability to forecast, report and record effectively and accurately in a consistent and timely way using Salesforce.
11. Strong skill set in Microsoft Excel, Word, Power Point, Google Suite and Salesforce.com.

Requirements

Experience and Knowledge:

1. Proven experience in customer account management with a willingness to embrace change within a fast paced environment.
2. Proven experience in managing a portfolio of contracts spanning multiple areas and varied commissioners.
3. A track record of building and maintaining effective and complex client and stakeholder relationships.
4. Proven experience reporting to & negotiating with NHS & Local Authority commissioners.
5. Expertise in measurement and communicating impact / outcomes to key stakeholders.
6. Experience recording and managing contracts through Salesforce.
7. A broad understanding of, or ability to learn quickly about local mental healthcare insight specific to each client.

Desirable

1. Fluent Welsh speaker.

Benefits

1. £35,000-£40,000 pro rata.
2. 28 days (plus Public Holidays).
3. Yearly professional training programmes structured around you.
4. Pension contributions.
5. Remote Working.
6. Healthshield Care plan.
7. EAP programme, 24/7 Telephone Mental Health & GP.
8. Annual company share option awards.
9. Life Assurance (up to four times the amount of your annual salary).
10. Cycle to Work Scheme.
11. Incapacity Income Protection.