Head of Professional Services

at  Radar Healthcare

OUR VALUES

At Radar Healthcare, we are all proud of our values-led, open, supportive and inclusive culture. It’s just as important that anyone joining our friendly team share the same values as us, to ensure we’re all on the same page from day one, so we’re looking for people who feel aligned to the following:
Customer focused with a partnership approach
Open, honest and transparent

• Leadership and Strategy:
• Develop and execute the Professional Services strategy in alignment with company goals.
• Lead, mentor, and manage a team of support and project management professionals.
• Foster a culture of excellence, continuous improvement, and customer-centricity within the team.
• Support Function Management:
• Oversee the support team to ensure timely and effective resolution of client issues.
• Implement best practices and processes for customer support, including ticketing systems, knowledge bases, and SLA management.
• Monitor support metrics and KPIs to drive performance improvements.
• Analyse inbound queries and liaise with the wider business to create strategies to resolve themes and trends.
• Report on themes, trends and SLA resolution to the SMT.
• Project Management:
• Lead the project management team to deliver projects on time, within scope, and within budget.
• Develop and maintain project plans, schedules, and resource allocations.
• Ensure effective stakeholder communication and manage client expectations throughout the project lifecycle.
• Work closely with the sales team to ensure that the scope of the project is agreed and inline with client expectations.
• Product Specialists:
• Lead the product specialist team to support project deliver and in life customer success.
• Ensure you and the team fully understand all elements of Radar Healthcare and the corresponding product developments.
• Create internal training to and product sheets to support teams and customers on product delivery.
• Lead the team to deliver consultancy and product design, build and implementation as required by the projects team or partnerships team.
• Client Engagement:
• Work closely with the partnerships team to understand issues clients are facing.
• Act as a senior point of contact for escalations and complex issues.
• Conduct regular reviews with clients to ensure they are achieving the desired outcomes from our project management and support functions.
• Collaboration and Communication:
• Collaborate with product development, sales, and the partnerships team to ensure client needs are being meet through project management, support and product delivery.
• Provide regular updates to senior management on the status of support and project activities.
• Represent the company at industry events, conferences, and client meetings as needed.
• Process Improvement:
• Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
• Stay abreast of industry trends and best practices in healthcare technology and service delivery.