Customer Success Associate

The Customer Success Associate, will serve as one of the points of contact for NHS stakeholders, supporting the successful adoption, and integration of our diagnostic device. They will collaborate closely with healthcare professionals to troubleshoot issues and ensure optimal device performance. This role also involves gathering user feedback, maintaining detailed customer records, and improving and maintaining strong relationships with NHS partners to achieve high levels of satisfaction and trust.

The role is a full-time position with a standard 37.5 hour working week. The role holder may be required to work flexibly.

The Customer Success Associate will be based at Cyted’s Head Office, at 22 Station Road, Cambridge, United Kingdom, CB1 2JD or remote based.

The Customer Success Associate may need to visit other company and customer sites when required.

• Act as one of the main liaisons between Cyted and the NHS, facilitating effective communication and collaboration.
• Support successful onboarding, training, and integration of the EndoSign test through NHS trusts.
• Provide ongoing support and troubleshooting to healthcare professionals using the device.
• Monitor and support increase in device performance and usage to ensure optimal outcomes for patients and healthcare providers.
• Gather and analyse feedback from NHS users to identify areas for improvement and innovation.
• Collaborate with the project and product development team to relay user feedback and suggest enhancements.
• Maintain detailed records of customer interactions, issues, and resolutions using appropriate company systems such as SalesForce.
• Work with the sales and marketing teams to identify opportunities for expanding test usage within the NHS.
• Ensure high levels of customer satisfaction by proactively addressing concerns and maintaining strong relationships with NHS stakeholders.

• Our team works in an agile working environment, where everyone’s ideas and opinions are valued. Have a better way of carrying out a process, we want to hear from you! 
• We value user engagement
• We are committed to quality with a strong testing culture
• We work across both our sites to collaborate with all teams

• Bachelor’s degree in a related field (e.g., Life Sciences, Biomedical Engineering)
• Experience working in a customer support of customer facing position
• Excellent communication and interpersonal skills
• Ability to use Microsoft suite
• Problem-solving skills with a proactive and solution-oriented approach
• Ability to work collaboratively with cross-functional teams
• Strong organisational and time-management skills

• A competitive salary
• 25 days holiday per holiday year, plus public holidays
• The option to buy 5 additional holidays
• Pension Scheme
• An annual continuing personal development budget
• Medical insurance including dental and optical cover
• Life insurance and Income Protection
• Social events including Christmas and Summer parties
• Cycle to work scheme
• Electric Vehicle Scheme
• Sabbatical after 4 years of service
• Relocation allowance if applicable