Customer Onboarding Specialist

Job Specification

Role: Customer Onboarding Specialist

Company: X-Lab Ltd, Joseph’s Well, Leeds, LS3 1AB. 

Starting date: ASAP

Salary: £25,000 - £28,000

Hours: 37.5 hours a week 

Reporting to: Customer Onboarding Manager

Location: Hybrid (within 20 miles from Leeds office LS3 1AB)

X-Lab is currently offering an exciting role for a Customer Onboarding Specialist to join their growing team. This is a great opportunity for someone who is looking to start or further their career within healthcare technology to join a fast growing business as part of the Customer Onboarding team and the wider Customer Success function.

About X-Lab

Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe, US and Australia. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK’s national COVID-19 testing response which saw the service process more than 300 million COVID-19 results for UK citizens.

While we’ve been operating in the UK for over 17 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we’re looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia.

X-Lab’s new product, called LabReach, is in the pilot phase across the UK. LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab.

Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all.

About the Role

We are looking for a technically minded, enthusiastic customer facing individual who can work independently as well as part of a team. As a Customer Onboarding Specialist, you become a product expert and therefore you will educate new customers, help solve technical problems, and ensure smooth adoption of our products. Throughout our customer lifecycles, we prioritise delivering a fantastic customer experience, and onboarding is the first step of that process. 

You will be responsible for:

• Guide our growing international customer base through the onboarding process and technical implementation of our products:

  • Clearly communicate the onboarding stages, requirements expectations and prerequisites to customers.
  • Record customer onboarding needs, requests, and questions and ensure they receive a fast response and/or resolution.

• Escalate technical queries to Customer Support Analysts and Engineers when required.

• Establish strong relationships with customers and ensure they receive superior service.

• Use customer feedback and data driven metrics to deliver continuous improvement to the onboarding process.

• Complete video and phone calls to ensure that customers are supported during the onboarding process.

• Create and manage knowledge base articles to support future onboarding of customers.

• Provide 1st line support cover for sickness and annual leave

About you

• At least 1 years previous experience in a Customer Onboarding, Customer success, Technical specialist or support role

• Ability to work independently and manage multiple priorities

• Excellent customer-facing , written and verbal communication skills

• Must be highly motivated and a positive attitude

• Willingness to work different shift patterns to support international customers

• Strong cross-team work ethic, you will manage escalations and resolutions from the onboarding team to product and engineering

• Leveraging expertise and knowledge from the rest of the company and providing iterative feedback between the customer and product teams

• Attend and host meetings with a broad range of customer stakeholders and the ability to understand complex subjects and extrapolate relevant actions.

• High level of general computer literacy

• Ability to analyse technical issues, strong problem solving skills and extreme attention to detail

• Laboratory background with experience in managing the administration of LIMS systems desirable

• Experience or understanding of public sector workflows, challenges and project cycles desirable

Benefits

• 28 days holiday, in addition to UK bank holidays

• Very flexible working

• Birthday meal

• Electric car and cycle to work scheme

• Company outings, social events and wellbeing initiatives

• Life Insurance

• Comprehensive Employee Assistance Programme to provide mental health, virtual GP, counselling and financial management support

• Employee engagement platform for reward and recognition.

How to Apply

Successful applications will be considered as: all application questions answered with a submitted cover letter and CV.