About the role

As Senior Customer Success Manager in the Frontier Business Development team, you will be responsible for supporting and driving upsell of Frontier to contracted clients as well as maintaining key relationships and the integrity of Faculty with the client.

The ideal candidate will have experience working with or within the NHS.

What you’ll be doing

• Account retention and growth within new named logo clients.

• Customer satisfaction through successful delivery and deployment of Frontier into named accounts.

• Maintain a high standard of understanding of customers’ needs, including working with the Product team to actively manage backlog of requirements / bugs, as well as input into the wider Frontier roadmap.

• Creation and execution of upsell programs and client retention plan.

• Design, implement and continuously improve customer success routines.

Who we’re looking for

• You are experienced with account management at a senior level

• You have a strong capability to manage multiple client and internal stakeholders as well as direct junior delivery / implementation staff.

• Understanding of the operational flows and challenges in the NHS

• You are experienced with the NHS and technology, SaaS experience is ideal

• Capability to understand challenge and convert to commercial propositions

What we can offer you

The Faculty team is diverse and distinctive, and we all come from different personal, professional and organisational backgrounds. We all have one thing in common: we are driven by a deep intellectual curiosity that powers us forward each day. This curiosity pushes us to seek truth and understanding in everything we do, to execute work in a nimble and pragmatic manner, to foster talent in one another and always to challenge assumptions.

Faculty is the professional challenge of a lifetime. You’ll be surrounded by an impressive group of brilliant minds working to achieve our collective goals. Our consultants, product developers, business development specialists, operations professionals and more all bring something unique to Faculty, and you’ll learn something new from everyone you meet. You’ll also have the opportunity to make your mark on a high-growth start-up now poised to expand internationally.

Fostering talent is one of our core values, it’s built into our culture and what we offer. Faculty was founded by people who are passionate about continuous learning, and adding value to our people.

Some of our benefits…..

• Unlimited holidays: We encourage each other to use this time to take a break, work on personal projects, or to spend time with their friends and family.

• Genuinely flexible working: We believe people have needs, responsibilities and interests that require something different to a strict working day. We trust people to organise and take accountability for their own work and do our best to support their lives outside Faculty. We provide you with all you need to work from home, including a laptop, keyboard, chair…even Sony headphones!

• Equity: We want you to benefit from Faculty’s growth and success.

• Fantastic private health, optical and dental insurance for you & your family - including 24/7 unlimited virtual private GP appointments and covering pre-existing medical conditions.

• Access to mental health coaching with Sanctus

• Free breakfast daily, free weekly lunches, and more fruit, drinks and snacks than you could ever eat (for office-based employees).

• We work hard and make sure we enjoy what we do. So we have frequent socials and informal get-togethers to help make sure you enjoy your time with us. You’ll make friends and professional connections that will last a lifetime.