Onboarding and Retention Manager

Accurx; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A healthcare technology company in London seeks an Onboarding and Retention Manager. The role involves guiding NHS organisations through product adoption, enhancing user engagement, and ensuring successful integration of solutions in clinical practice. Ideal candidates should have strong customer relationship skills and be adept in training users. Salary ranges from £50,000 to £70,000 plus share options, with a hybrid working model.

Benefits

Share options worth £31,500

Flexible benefits budget of £600

Free healthy meals at the office

Enhanced parental leave policy

Remote work option two days a week

Qualifications

• Experience in customer relationship management, able to adapt communication to different stakeholders.
• Ability to train users on software functionality and enhance their confidence.
• Strong problem-solving skills to anticipate user challenges.
• Use data to inform decisions related to product adoption and training.

Responsibilities

• Lead training programs to improve user engagement and software adoption.
• Identify onboarding process improvements based on user feedback.
• Utilize customer feedback to drive product improvements and retention.
• Establish clear strategies for long-term customer success.

Skills

Customer Relationship Management

Training & Influencing

Problem Solving & Critical Thinking

Data-Informed Decisions

Job description

Healthcare systems are struggling; our solution is communication.

We have a bold vision: everyone involved in a patient’s care - including the patient - should be able to communicate easily with each other. And we believe every NHS staff member should be using our software to make that happen. We want to make healthcare genuinely better.

We are solving one of the biggest challenges of our generation, and to do this, we need the best talent possible to help us raise the bar… this is where you come in.

Our products are used daily (and you will have most certainly received a message from us) by over 98% of GP practices and half of NHS hospitals, impacting millions of lives.

As an Onboarding and Retention Manager at Accurx, you’ll play a vital role in helping NHS organisations and care providers successfully adopt our products, enabling better patient communication and improved care outcomes. You’ll guide customers through their journey with our tools, providing clear, practical training and ongoing support to ensure every user can confidently integrate Accurx into their daily workflows.

You will monitor adoption and engagement throughout the contract, ensuring our products are fully embedded in clinical practice. As the primary point of contact during onboarding, you’ll build strong, trust-based relationships, helping customers get the most from our products and improving the experience for both users and patients

The Unique Challenges You\'ll Solve

This role is about driving adoption and customer success, not just managing projects:

• Increase engagement and adoption: Lead programs that help users fully benefit from their procured products, addressing areas where adoption may be low.

• Improve the onboarding experience: Identify risks and opportunities to make onboarding smoother and more effective, using feedback to continuously enhance the process.

• Use insights to drive outcomes: Combine data and qualitative customer feedback to proactively solve challenges, reduce churn, and promote long-term value.

• Enable long-term success: Put in place strategies and processes to ensure consistent, repeatable success for customers.

• Deliver impactful initiatives: Proactively implement projects that improve the overall customer journey and maximise product adoption.

What We\'re Looking For

• Customer Relationship Management: You understand customer needs, respond quickly, and communicate clearly. You can guide users through challenges, answer questions confidently, and adjust your style to suit different stakeholders.

• Training & Influencing: You can explain product functionality in a way that’s practical and relevant, demonstrating and training stakeholders at all levels. You adapt your approach to ensure users feel confident and supported.

• Problem Solving & Critical Thinking: You anticipate challenges, quickly resolve issues, and identify ways to improve customer experience and adoption.

• Data-Informed Decisions: You use data and qualitative customer feedback to overcome challenges to adoption and risk of churn. You are able to use data to drive change, including creating new training plans or testing out new ways of working.

Our Principles in Action...

• Fix healthcare communication: Healthcare systems are struggling; our solution is communication. All our efforts are centered here. We spend time on the frontlines to understand our users and the health system\'s challenges.

• Raise the bar: We have built an exceptional team to solve hard challenges. We hire for expertise and new ideas, maintaining high standards and only delivering work we\'re proud of.

• Be a driver, not a passenger: We make things happen, focus on the right problems, and bring the energy to deliver ambitious goals.

• Succeed together: We succeed only as a team. Our mission is too important for anything less, so company success always comes first.

• Move with urgency: We\'re on a mission, and every day lost is a missed opportunity to improve lives. We work at pace and focus on our mission, our users, and our impact.

• Be relentlessly resourceful: We embrace constraints as they force us to think differently, be creative, and focus.

• Embrace challenge: We choose constructive conflict over superficial harmony. We have tough conversations to reach the best decisions and hold each other accountable.

What We Can Offer

• £50,000 -£70,000 + the value of £31,500 share options.

• Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

• We are office first, all accuFolk come to our office in Shoreditch 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

• Enhanced parental leave policy

• Working abroad policy

• We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

...And much more.

Like the sound of this role and want to know more about the company? Here\'s more about us...

We’re a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.

Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.

Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.

We’re passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help.

Head over to our main careers page to find out more about the team and our candidate hub.

You can also find out more about us on Medium, LinkedIn, Twitter & Instagram.

Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx.

Diversity & Inclusion

Accurx is committed to being an inclusive employer. As part of this, we’re glad to accommodate candidates who need adjustments throughout the interview process.

Pre-employment Screening

All successful candidates are asked to complete a Basic DBS check along with other pre-employment checks (referencing & right to work). You can find more on our process here. If you’d like to ask questions before you apply please email [e-mail].