Clinical Customer Experience Specialist

TympaHealth•London, CA

21h•Remote

About The Position

The Clinical Customer Experience Specialist is a new role within TympaHealth that is key to enabling the Company to expand and for our customers to grow their ear and hearing health services. In this role you will guide our customers from onboarding through training to successful utilisation of our services. Your guidance and influence will be a crucial factor in customer retention and success. You will play a key role in helping customers deliver ear and hearing care, solving real-world challenges for clinicians to help patients. The Customer Experience Team is a specialised group collaborating cross functionally to deliver seamless implementation, optimise care pathways, customer engagement and deliver measurable outcomes for patients and care providers. You will be joining a highly motivated team that is passionate about what they do in a Company that is going from strength to strength. This is an opportunity to make a difference to peoples lives and play a visible role in its success. Key Duties and Responsibilities: As Clinical Customer Experience Specialist you will be responsible for driving adoption which in turn improves ear and hearing health care in the community. Increasing awareness of the importance of regular ear and hearing checks and that all appointments should include a hearing check and onward referral where needed is a key goal. By combining clinical training, stakeholder engagement and proactive initiatives you will ensure successful implementation and increased uptake of new features such as our hearing checks and referral to partners. This is a hands-on, execution-focused role. The position supports commercial growth by driving utilisation, retention and campaign execution activity. Success in this role is defined by clear utilisation and performance improvement. The role does not set overall strategy but is accountable for delivering against defined commercial priorities and growth plans. This role requires a dynamic, self-motivated individual with the ability to travel extensively in the UK and thrive in a fast-paced environment while building strong client relationships. Key responsibilities and main projects include:

Requirements

have a background working with clinical customers and ideally have a qualification in healthcare, or audiology
have proven experience in delivering effective training to healthcare or clinical teams
are able to design and implement initiatives that drive engagement and adoption
have the ability to analyse and report on customer health and churn metrics drawing insight from the data, understanding of business goals, market trends and customer needs to inform customer delivery
have a strong ability to influence, inspire and build trust with diverse stakeholders
are able to manage multiple deadlines / priorities and work independently in a dynamic environment
are familiar with medical devices and software platforms
have a proactive and solution-focused mindset with the ability to adapt to a fast-evolving project
have experience gained in a commercial environment
have a sharp eye for detail and ensure that the Company is presented correctly
Experience in a training, sales or engagement role, preferably within healthcare or medical technology and willingness to travel extensively is essential and you will need to hold a valid UK driving licence and have the capacity to work remotely at customer sites at least three days a week.

Responsibilities

building and nurturing strong relationships with clinical teams and healthcare providers
acting as a trusted advisor and main point of contact for customers, addressing challenges and providing solutions by executing and implementing customer experience strategies aligned to business goals and ensuring customers are realising the full value from our products and service
delivering engaging and comprehensive clinical training sessions to customers, management and clinician teams
ensuring clinicians are confident and competent in the use of features that drive usage and success as well as being confident in engaging with the public to promote ear and hearing health services
developing and executing engagement , growth and customer performance initiatives across assigned accounts to increase the uptake of new features to drive utilisation
conducting regular customer site visits (up to three days per week) to provide clinical and commercial support, run clinical and patient awareness days, deliver training, monitor programme progress and run engagement activities and educational workshops, some of which may be online
day to day activity and account utilisation monitoring, providing regular reports and insights on customer metrics to your manager and using data (usage and key performance indicators) and analytics to review accounts, report on and address pain points, evaluate exising workflows and processes, review customer feedback, identify trends and drive improvements
compiling concise reports for stakeholders on key findings, performance and recommendations
working with customers from enrolment to engagement, identifying those needing guidance and support to aid utilisation of specific features as well as how they promote and engage with patients
supporting high-value, strategic accounts in collaboration with the Key Account Director, including collaborating on upsell / cross-sell strategies, conducting business reviews with key clients, resolving escalated issues and maintaining relationships with customer stakeholders
working with implementation to guide a smooth onboarding, training and growth process for new and existing customers (post sign-off)
delivering measurable revenue and performance outcomes across the customer lifecycle
driving business expansion by enhancing customer knowledge, satisfaction and loyalty
owning the post-sale experience and outcomes for nominated accounts and acting as the single Customer Experience point of accountability
performing other duties as assigned by your manager