healthtech-1 - Special Projects Associate

• Office Location: - Stratford (E.London) - 4 days onsite & 1 WFH • 🙋‍♀️ WHAT YOU’LL BE RESPONSIBLE FOR • Customer Onboarding & Adoption • Own onboarding for new customers from initial activation through to successful adoption • Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs • Drive early engagement and ensure customers are actively using the platform • Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes • Act as the primary point of contact during the early customer lifecycle • Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation • Product Launch & Growth • Drive the successful rollout and scaling of new flagship products • Drive upsell opportunities across existing customers and contribute to wider growth targets • Identify and manage early adopter customers to ensure strong activation and retention • Troubleshoot customer issues in real-time to create a smooth and successful launch experience • Product Operations & Process Building • Build and refine onboarding, support, and operational processes from scratch • Use AI tools and automation to improve onboarding, tracking, and internal workflows • Create scalable playbooks and documentation for future product rollouts • Track customer usage, feature adoption, and rollout performance • Customer Insights & Cross-Functional Collaboration • Gather structured and unstructured customer feedback • Translate customer insights into actionable product and operational improvements • Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption • Identify recurring issues, feature gaps, and opportunities for optimisation • 🎯 WHAT SUCCESS LOOKS LIKE IN YOUR FIRST 3 MONTHS • Upsell target delivered on time, with strong activation among early adopters • A clear, repeatable onboarding playbook that did not exist before you joined • Product and engineering trust you as the voice of the customer • Retention and usage metrics are being tracked and showing early positive signals • By Month 1: Get up to speed, start onboarding • Understand the product, the customer base, and where the biggest opportunities are • Map existing customers by upsell readiness and product fit • Shadow customer calls and get hands-on with all internal tools • Kick off first upsell conversations and launch initial onboardings • Identify and implement 3 quick wins to improve the onboarding experience • By Month 2: Full upsell sprint - scale outreach and drive activation • Refine the upsell pitch based on what is working; cut what is not • Scale outreach using AI tooling to automate follow-ups and personalise at volume • Run structured feedback sessions and write first batch of product improvement tickets • By Month 3: Target hit - now build for what's next • Hit the target and make sure customers are using the product to its full potential • Audit the full customer journey and formalise onboarding and support processes • Set up dashboards and tracking for adoption, usage, and churn signals • Design a post-onboarding check-in cadence to maintain engagement • Deliver a retrospective: what worked, what did not, and what comes next