Customer Success Agent

Lanas is igniting healthcare innovation. For nearly three decades, we have connected GPs, pharmacists, specialists, surgeons, and other healthcare professionals with the best technology possible, from trusted everyday systems to new innovative tools that add real value for our customers.

Our technology is used by millions of clinical users in over twenty countries. From core clinical workflows to AI-driven innovation, our products help reduce admin, improve access, drive efficiencies, and support safer, more connected care.

We have an exciting opportunity for a Customer Success Agent to join our busy Customer Success Team, supporting our Software iMedDoc based in our Milton Keynes office.

Reporting directly into the Customer Success Manager, you will be responsible for resolving customer queries, ensuring satisfaction, and identifying opportunities to add value through upselling our software and additional modules. This is an excellent opportunity to build your career in a fast-paced, global company.

Responsibilities include but are not limited to:

• To support and work with customers to get the most from our products, including, identifying upselling opportunities and building on this.
• Identify, resolve, log, and follow up on all customer queries at all levels of support.
• Troubleshoot our software for pharmacies over the phone or via Remote Dial In.
• Troubleshoot hardware problems (PCs, printers, networks, scanners).
• Collaborate with the team to resolve customer issues efficiently.
• Maintain the highest level of communication regarding customer queries, issues, and complaints.
• Proactively identify customer needs and recommend additional modules or features that add value.
• Support customers in maximizing the benefits of our software, driving adoption and satisfaction.
• Take accountability for customer outcomes, ensuring issues are resolved and customers are delighted.
• Contribute to a culture of continuous improvement and customer excellence.

The ideal candidate will possess the following qualification, skills, knowledge, and attributes:

• Both graduates and experienced candidates welcome.
• Strong customer focus with a passion for delivering exceptional service.
• Excellent communication, telephone manner, and interpersonal skills.
• Ability to multi-task and manage competing priorities.
• Willingness to learn and develop new skills, especially in customer success and upselling.
• Positive, flexible, and proactive attitude.
• Highly motivated, accountable, and results-driven.
• Professional approach and strong team player.
• Interest in developing a career in customer success, with a mindset focused on customer outcomes and value.

At Lanas, you can expect challenging projects, task ownership, continuous training and professional development, and ultimately, the chance to grow a career in an experienced company directly helping to improve patient care. Further, you can also expect:

• Company matched pension scheme.
• 22 days annual leave, increasing yearly up to 26 days.
• Enhanced maternity/paternity benefits.
• Flexible working/work from home opportunities.
• 2 paid CSR Volunteering/Charity Days per year.
• 1 Wellbeing Day per year.
• Full access to our Employee Assistance Programme.
• Regular wellbeing supports and webinars.
• Annual leave purchase scheme.
• The ability to work from home on a Monday and Friday.

Lanas is an equal opportunities employer. #J-18808-Ljbffr