JOIN OUR TEAM: PRODUCT SUPPORT MANAGER and DELIVERY & ACCOUNT MANAGER opportunities

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DAM and PSM opportunities

PRODUCT SUPPORT MANAGER (PSM) and DELIVERY & ACCOUNT MANAGER (DAM) opportunities

Both role types are permanent and full time

PSM roles are based in S12 Solutions’ Bath Head Office; post-holders are required to be on call during the day every other weekend, with two days off during the week.  

DAM opportunities are a mix of home and office-based working, with regular trips to visit your sites.  

Competitive salaries offered

S12 Solutions is a tech start-up based in Bath that’s focused entirely on the healthcare sector. The S12 Solutions product is an online platform, developed by a mental health professional, which makes Mental Health Act assessment processes quicker, simpler and more secure, improving access to treatment for patients and generating efficiencies in this part of the crisis care pathway.  Significantly for these roles and our success, S12 Solutions is part of the NHS Innovation Accelerator (NIA), and NHS England’s Innovation and Technology Payment, initiatives which support the spread and adoption of high-impact, evidence-based and affordable innovations. S12 Solutions is also part of G Cloud 11, has ISO 27001 and 9001 accreditations, and is a Gold Standard Investors in People organisation.

With many more sites preparing to implement S12 Solutions in 2020, our DAMs and PSMs will play a vital role in ensuring implementation runs smoothly and users are supported post-launch.

PSM core responsibilities:

  • Analyse site data and work with users to achieve maximum output from the app and associated products
  • Act as conduit between users and S12 Solutions’ development team for feedback and product development ideas – make sure best practice is shared with DAMs for wider distribution
  • Work with DAMs to help manage accounts and provide sites with monthly reports
  • Train users on new features and provide additional training/guidance to users who need extra support
  • Help to keep training material up to date
  • Respond to support queries
  • Other ad-hoc tasks as the business requires, such as attending launch events, exhibitions and meetings

Skills

Essential

  • Excellent communication and interpersonal skills – PSMs must be able to clearly and patiently explain technical information, often to people without technical knowledge, in person, on the phone, or via email/messenger
  • A patient, friendly approach
  • A customer-focused attitude
  • Previous experience in a people-facing role

Desirable

  • Previous experience in account management and/or training roles
  • Previous work experience or an interest in Mental Health, the NHS or Social Care

 

DAM CORE RESPONSIBILITIES: 

  • Developing and maintaining excellent client relationships
  • Working with each site to tailor the implementation framework to their needs and then leading the implementation process
  • Leading system set-up, configuration and training on-site and remotely – you’ll be on-site during the launch phase to help set-up users’ accounts properly and teach them how to use the platform
  • Acting as your sites’ single point of contact, liaising with the relevant people internally to find answers to client queries
  • Proactively identifying any issues and leveraging internal and external stakeholders to ensure timely resolution
  • Monitoring and then discussing site performance and strategies for improvement
  • Identifying potential new services, and working with your colleagues to develop ideas, provide quotations and develop plans to implement changes
  • Other ad-hoc tasks as the business requires, such as attending exhibitions and meetings

How will you know you’re performing well in your role? 

  • The platform will be launched in your account sites as per the implementation plan and on schedule
  • Your account stakeholders will be pleased with the process and ongoing performance
  • Issues will be resolved efficiently
  • Your account stakeholders will perceive you as a trusted partner
  • You’ll understand the local environment of the accounts you manage
  • The stakeholder network from organisations in each account area (such as the AHSN Network) will know who you are

Skills

Essential

  • Account management experience
  • Excellent relationship-building, communication, influencing and negotiation skills
  • Experience of leading projects from initiation to completion across multiple sites simultaneously
  • A flexible, can-do approach
  • Cultural sensitivity and change management knowledge
  • Willingness to learn – a growth mindset
  • Completer-finisher approach
  • Happy to travel around the country and stay away from home as required by the business
  • Full UK driving licence

Desirable

  • A project management qualification
  • Account management and/or training experience with a software product
  • Previous work experience or an interest in Mental Health and/or the NHS/Local Authorities

How to apply

If you’d like to apply for either role-type, please send your CV to info@s12solutions.com; if you know someone who you think would be right for these opportunities, please forward this on.

 

 

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