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Customer Onboarding Manager

We're recruiting for a Customer Onboarding specialist to join a fast-growing digital healthcare organisation, supporting the onboarding of clinics and healthcare professionals onto a new online medication service.

This is a highly customer-facing, organised and hands-on role where you'll help clinics get set up, understand the onboarding process and successfully start using the platform.

It would suit someone from customer success, client onboarding, account coordination, implementation or a strong customer service/administrative background who enjoys managing multiple relationships and making sure things get done.

The role

You'll act as one of the main points of contact for clinics and clients as they move through the onboarding journey, coordinating everything required to get them successfully set up.

Working closely with internal commercial, operational and healthcare teams, you'll manage multiple clinics through the process at any one time - keeping communication flowing, documentation up to date and onboarding activity moving forward.

Your responsibilities will include:

• Coordinating the end-to-end onboarding of new clinics and clients
• Acting as a key point of contact throughout the onboarding process
• Guiding customers through the steps required to get set up on the online platform
• Managing documentation, data collection, onboarding checklists and internal processes
• Arranging onboarding calls, training sessions and follow-ups
• Maintaining accurate CRM records and onboarding trackers
• Monitoring progress across multiple accounts and proactively chasing outstanding actions
• Identifying potential delays or issues and working with internal teams to resolve them
• Keeping clinics informed and engaged throughout their onboarding journey
• Supporting the wider team with ongoing client relationships and engagement
• Helping improve onboarding processes, templates and customer communications as the service grows

What we're looking for

You don't necessarily need healthcare or pharmaceutical experience. More important is your ability to manage customers, stay organised and coordinate a detailed onboarding process from start to finish.

You'll ideally have:

• Experience within customer success, onboarding, account coordination, implementation, customer service or a similar client-facing role
• Strong organisation skills and the ability to manage multiple customers and priorities simultaneously
• Excellent written and verbal communication skills
• Confidence communicating professionally with external clients and stakeholders
• Strong attention to detail, particularly around documentation and customer information
• Experience using CRM systems, trackers or other workflow tools
• A proactive approach - you're comfortable following up, chasing actions and keeping things moving
• The ability to work across different internal teams to solve problems for customers

Experience within healthcare, pharmacy, healthtech, SaaS or another regulated environment would be useful, but isn't essential.

Contact information

James Nelson