Care Partner Success Representative

Job Description

The Purpose of Your Role

Our service allows doctors and health professionals to make their processes more efficient and productive, to improve the Partner experience and strengthen partnerships. We make it easy for patients to gain access to health services through online appointment scheduling, video consultation hours and the digital creation of prescriptions. Then, patients can purchase health support products and goods from E-commerce partners.

A Partner Success Representative for Care is responsible for Partner satisfaction across their allocated Partners. They are central to delivering best in class Partner service & support to our Partners (Hospitals, Healthcare Clinics, Doctors/Expert) from onboarding of partners through to ensuring ongoing technical, product & marketing support and advice to all Partners.

The PSR will report to a line manager and abide by guidelines, receive training & execute processes to ensure delivery of great Partner service across the board. The PSR is also responsible for maximizing the lifetime value and satisfaction of our Partners through building and maintaining great relationships and understanding Partner needs to propose solutions that help to support the growth of their business.

As an externally facing team member you are central to bringing the Hello Health Group Vision and Mission to life, acting as a role model for the company values to inspire the highest level of commitment to the company’s vision, mission, purpose, and commercial ambitions, in alignment with Hello Health Group strategy.

Your Key Responsibilities

• Be the key Partner point of contact for queries relating to the platform, technology and Partner experience. Maintaining platform and strong relationships with all Partners to deliver B2B2C.

• Become a product, Partner & industry expert to be able to provide continuous improvements to Partners' business performance through utilization of our platform.

• Work internally across teams such as marketing, content & product to ensure your Partners have a great experience and find success through using the Care platform.

• Onboard Partners onto the platform, ensuring smooth operational flow from and between sales teams and account servicing / Partner support teams.

• Actively respond to Partner support requests daily and work with SOPs, processes and best practices to constantly improve performance and Partner satisfaction. Working to minimize Partner churn.

• Continue to proactively engage Partners throughout their relationship with us to identify opportunities for upselling additional new features, functions & services.

• Collect, consolidate and communicate Partner feedback internally to enable improvements to the product, service suite & value proposition presented to partners.

• At all times keep a record of your Partner database and regularly report back performance numbers, Partner retention, churn data & team member performance to the management team.