Customer Success Account Executive at CarePay Ltd

Main purpose of the job

• A Customer Success Account Executive supports the growth and retention of either one of CarePay’s key accounts or several smaller accounts. Key objective is to make these clients more successful by enabling them to use the full breadth of CarePay’s products and services offering. In other words: by ensuring full adoption of CarePay’s propositions the Customer Success Executive helps to enable the customer to unlock maximum value. Through this, Customer Success Account Executive is supporting maximal revenue generation for CarePay (in a responsible way), whilst ensuring retention of the client.

Duties and Responsibilities:

• Support the growth and retention of CarePay’s offering to key client or group of smaller client(s)
• Guided by Customer Success Account Lead, apply best practices of customer success achievements at client(s) under support
• Implement standardized processes and journeys at client(s) under support and is able to provide input on potential improvements for such processes to relevant stakeholders
• Support the identification of opportunities for product development based on client’s direct and latent needs, including high level prioritization of such opportunities

Education qualifications, knowledge and experience

• At least 3-5 years of relevant working experience in client-facing roles
• Degree, preferably in Economics, Business or Healthcare Management with Project Management angle
•  Experience in working in fast changing environments (start-up, scale-up, digital &tech companies)
•  Experience in and knowledge of healthcare insurance industry is an advantage
• Understanding of private and public outpatient and in-patient healthcare deliver
• Commercial acumen
• Client relations management experience
• Understanding of confidentiality and data protection issues

Key skills and competencies:

• Is a strong communicator, possesses keen listening skills
• Has a strong “can-do” mentality and embraces change
• Does not let loose until the “job is done”
• Is able to identify patterns, has a pro-active mindset in identifying root causes of problems and opportunities to enhance processes
• Is able to understand business context and describe technical functionalities to those less-versed in technology
• Is able to function well in a matrixed organization
• Is able to effectively support multiple work streams simultaneously and is structured in maintaining overview of tasks at hand
• Possesses project and process management skills
• Is comfortable with “change” and possesses strong change management skills