Positivum is a digital health platform, trademarked to MedHealth. It houses clinical assessment tools, including the Positivum Assessment, as well as health coaching modules.
About the Role
As the Customer Relationship Manager, you will oversee customer onboarding, engagement, support and retention to maximise effective use of Positivum. You will contribute to client return to work outcomes, customer engagement, and driving best practice service delivery.
Key Responsibilities
Customer
- Manage customer onboarding, implementation, training and ongoing support.
- Resolve customer enquiries and issues, escalating technical matters as required.
- Act as the primary customer contact, providing proactive support and resolving issues efficiently.
- Monitor customer satisfaction and platform adoption, identifying opportunities for improvement.
- Conduct customer reviews to demonstrate platform value and support retention.
Technology & Reporting
- Analyse platform usage data and prepare customer performance reports.
- Coordinate product priorities, testing and releases with the developer.
- Consolidate customer feedback to inform platform enhancements.
- Work with our developer to progress the established product roadmap and manage backlog priorities.
- Prepare and present usage reports and business reviews, translating platform data into practical insights.
Stakeholder Engagement
- Engage with customers to understand business needs and identify growth opportunities.
- Identify and manage operational and customer risks, escalating significant matters as required.
- Support business development activities, including demonstrations and proposals.
- Collaborate with marketing on customer case studies and promotional materials.
- Share customer and market insights to inform business decisions.
Quality
- Maintain service quality and manage operational and customer risks.
- Support product quality assurance and change management processes.
- Ensure compliance with privacy, confidentiality and information security requirements.
- Maintain essential operational records and procedures.