🤔 About the Role:

As Client Success Associate at Suvera, you will support the Client Success team in delivering services to our Partner contracts, mainly Primary Care Networks (PCNs) and Integrated Care Systems (ICSs) across the UK.

This role will sit within the Client Success team to ensure Partners gain exactly what they need from our virtual care services and SaaS tools. Our most important metric for growth is retention of our contracts, and as Client Success Associate, you will be a key player in achieving this measure of success.

This role is a full-time position and ideal for a professional who has experience building successful relationships with an array of different types of external stakeholders. You should be able to support the team in engaging our Partners to ensure we are providing them with the best service, alongside reporting back any Partner feedback to internal teams. You will need to be hands-on and proactive to ensure that our Partners receive an excellent service that leads to stellar feedback.

Please note that a Disclosure will be requested in the event that you are successful and are offered & accept a role with Suvera. The DBS Code of Practice which governs these checks can be found here.

👋 About Suvera:

Suvera is transforming healthcare with a mission to keep people in good health, wherever they are. Partnering with UK general practices, we deliver a virtual clinic that supports patients with long-term conditions. Currently, we manage over 100,000 patients. Our ambitions are global, and we’re just getting started.

Our advisors include luminaries like Professor Bryan Williams, a leader in high blood pressure research and guidelines in the UK. We are a diverse team of about 60 people, including clinicians, care advisors, and experts across various disciplines.

Backed by Google for Startups and Morningside Ventures, Suvera is poised to become a global leader in healthcare.

💻 What you'll be doing:

Client onboarding and training

• Support the Head of Client Success in onboarding new clients, ensuring clients are onboarded in a timely manner
• Support the Head of Client Success in re-engaging clients that have disengaged during the onboarding process
• Deliver training to clients to maximise their understanding and utilisation of our virtual care solutions

Client retention and growth

• Proactively engage with key external stakeholders (e.g. practice managers, clinical staff, receptionist teams) to schedule meetings and gather feedback. This will include a mix of emails, phone calls and practice visits
• Collate client feedback to be shared with wider internal teams to ensure client needs are heard and understood
• Help support complaints/incidents and ensure feedback and findings are relayed back to clients.
• Support in creating monthly reports to ensure clients stay up to date on progress
• Support with gathering updates from practices on their ways of working with us

Client success and collaboration

• Actively seek feedback from clients to inform improvements and enhancements to our virtual care solutions
• Foster a culture of collaboration and continuous improvement within the Client Success team
• Work closely with other departments, including Partnerships, Marketing, Product, and Operations, to ensure alignment and coordination of efforts to maximise client satisfaction and growth.

👀 We're looking for someone who:

Should have:

• Some understanding of NHS structure and funding
• Some experience of working in a client success team or an avid interest in partner/ client relationships is desirable

Nice to haves:

• Bonus points - some knowledge and experience of working in General Practice

Personal Attributes

• Excellent communication skills, both written and spoken with the ability to communicate effectively
• A friendly, positive attitude
• A proactive mindset, continually using your initiative to drive work forward
• A confident manner in interacting with partners across various formats
• Ability to work under pressure
• Adaptable, able to juggle changing priorities and differing client needs
• A good team player with sound judgment and decision making skills
• Self motivated and an ability to work towards targets and deadlines
• A continuous growth mindset
• Excited about being involved with transforming the future of healthcare delivery for patients with long-term conditions
• We're remote-first but collaboration and growth is important, you must be able to commit to at least biweekly in the London office.

🌎 About our culture:

For Suvera, company culture is not an afterthought - it is a priority. Our diverse team helps us ensure we consider everyone’s experience of accessing healthcare when building our product.

The wellbeing of our team is key, and our policies reflect it. We offer up to 40 days annual leave, and encourage and enable flexibility and autonomy over your work. We are non-hierarchical in our ideas, processes and decision-making — if you have an idea, we want to hear it. Always.

The way we work is remote-first. In practice, this means our whole company is set up around not requiring a meeting to make decisions. We have an asynchronous approach to work which encourages documentation and async comms. 

🙌 Perks

Team

• A team that is diverse by default, prioritises wellness and inclusion, and is not afraid to tackle meaty challenges together
• Proactively organised community-building events and meetups on and offline (including our monthly team lunches)

Finance

• We cover all necessary working expenses, e.g. software or equipment and offer an equipment budget on joining
• £500 annual Education Budget (e.g. CPD qualified courses, etc.)
• £500 annual Wellbeing Budget (e.g. health insurance, gym membership, etc.)
• We match your pension contributions (5% employer : 5% employee contribution)
• We provide access to free external mental health support and therapy sessions

Time

• 40 days annual leave per year (in addition to 8 bank holidays)
• Remote work from anywhere in the UK 
• No internal meetings before 10am (unless urgent)
• No internal meetings on Friday (unless urgent)