Customer Success Executive

Role Overview

• Outbound calls following NB Team drop-ins
• Outbound calls to advise potential sites that NB will be sharing information on hearing care and to arrange convenient meeting times with practice owners
• Outbound calls targeting vacancies to build a pipeline of potential practices
• Adding partners on AD and Monday.com once agreements are received
• Conducting check-in calls with new partners after their first clinic to ensure satisfaction
• Adding new partners to Pipedrive if not already listed, based on NB Team diaries
• Updating CRM (Pipedrive) with all calls and interactions
• Conducting small-scale research on selected areas to support mapping of new regions as needed
• Guiding partners through the early stages of their THCP journey by clearly communicating the benefits of partnership
• Ensuring a high standard of customer care, smooth transitions, and the optimisation of every conversion opportunity
• Building and maintaining strong relationships with new partners
• Acting as the partner’s voice within THCP, sharing feedback with internal teams,
• Reviewing all new partner waiting rooms to identify at-risk pipelines, assess potential blockers, and implement targeted retention strategies to minimise churn and support sustained growth

Requirements

• Strong verbal and written communication skills
• Ability to build effective relationships with patients and key stakeholders
• Excellent organisational skills
• High level of accuracy and attention to detail
• Ability to multitask
• Ability to provide an unrivalled customer experience
• Ability to learn quickly in a fast-paced environment
• Honesty & Integrity
• Experience in a customer facing environment
• Commercial aptitude
• Experience dealing with complex sales processes within a B2B or B2C setting
• GCSE A-C (4 and above) in Maths & English

Benefits

• professional development opportunities
• a friendly, inclusive workplace culture