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