Chief Client Officer – HealthTech

Published on October 11, 2022

  • Location: London
  • Type: Permanent
  • Job #268

Chief Client Officer (CCO)
HealthTech (Mobile App/SaaS)
c£120k + Benefits
London/Hybrid

The Opportunity

This innovative HealthTech start-up have created a unique, patient-first, technology platform, that is overturning the entire clinical marketplace.

This is a very rare opportunity to join such a thriving start-up, that’s both bringing a new product to market, whilst also defining a new digital category that will change an industry, globally.

In this role you will be a key stakeholder and be responsible for delivering great value to customers.

As the CCO you will be the voice of the customers for the entire business and you and your team will manage and develop long-term relationships with clients to contribute to customer satisfaction, advocacy, loyalty and repeat business.

You will oversee the Client Delivery team, defining and implementing standards, processes and metrics for defining the relationship with each customer, delivering consistent profit.

The ideal candidate has experience working for an early-stage tech company, preferably within the HealthTech landscape. Evidence of implementing new technology across the NHS is hugely advantageous, as is any prior experience working for the NHS.

Working closely with the Product and Tech teams, your role starts when a deal has been signed (or in the run up to) to ensure all aspects are delivered and the client continues to be satisfied with the overall service. 

This role is an important and strategic part of the business and will be directly reporting to the COO.

 Responsibilities

  • Ensure an end to end process for Delivery (from contract signature through implementation and onto Customer Success) is established, documented and clear across the business
  • Working internally with all teams including Marketing, Training & Support, Design, Product and Technology teams to ensure client delivery
  • Managing external client stakeholders and setting cadence for governance meetings
  • Creation of mobilisation and implementation plans and management of tasks through to completion
  • Creation and management of an overarching plan for client delivery ensuring critical success path’s are understood, risks are managed and Clients are happy
  • Overall responsibility for ensuring all component parts of a Client Delivery are achieved eg if Client X bought the platform for 5000 users they are successfully onboarded, trained and able to make use of the platform on the desired contractual date
  • Member of the Senior Leadership Team contributing to both business-as-usual delivery and playing an active role in the future operating model post raise
  • Communicating client needs / requests to the Product team.
  • Team player and a strong personality to challenge the status quo
  • Establish a Customer Success Management function to ensure our existing clients have access to ready management information, continual service improvement suggestions and a regular cadence of supplier engagement.

 Your Experience

·       Strong client delivery experience – 10yrs +

·       Exceptional client management skills

·       Man-management experience

·       Previous experience in Healthcare/HealthTech is desired

·       Exceptional presentation skills

·       Conflict management

·       Motivator

·       Energy (and banter!)

·       Experience in the technology sector, or startups and scaleups is key!

·       Experience of working as part of a collaborative multi-disciplinary team



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