Assistant Manager, Customer Success and Project Management

This is a hybrid Customer Success and Project Management role that is critical to growing and sustaining strategic partnerships with healthcare institutions and clusters.

Working closely with the VP of Sales & Customer Success, CTO, and cross-functional teams, you will be responsible for ensuring successful customer onboarding, driving adoption and value realisation, strengthening long-term customer relationships, and overseeing the successful delivery of customer-facing projects and initiatives.

The role is suited for someone who thrives in a fast-paced environment, enjoys managing complex stakeholder relationships, and is passionate about enabling meaningful healthcare innovation through technology.

Key Responsibilities

1)Customer Success & Account Management (50%)

•Act as the primary relationship manager for healthcare institutions, clusters, and strategic accounts, ensuring customer satisfaction and long-term partnership success

•Lead customer onboarding and implementation planning to ensure smooth deployment of AI solutions

•Build trusted relationships with clinical, operational, and leadership stakeholders across healthcare organisations

•Understand customer objectives, challenges, and evolving needs, translating them into value-driven solutions and success plans

•Monitor product adoption, utilisation, and outcomes, proactively identifying risks, opportunities, and areas for improvement

•Conduct regular engagement reviews and collaborate with customers to maximise the value derived from EndeavourX's solutions Identify opportunities for account growth through upselling and cross-selling of complementary products and services

•Coordinate with internal clinical, product, data science, and technology teams to address customer feedback and enhance customer experience

•Serve as the key escalation point for customer issues, ensuring timely resolution and effective stakeholder communication

•Support strategic partnerships, pilots, grant initiatives, and collaborative projects with healthcare organisations

2)Project Management (50%)

•Lead end-to-end project management for customer implementations, product deployments, and strategic initiatives

•Develop project plans, timelines, and governance structures, ensuring milestones and deliverables are achieved

•Coordinate cross-functional teams, external vendors, and implementation partners to ensure successful project execution

•Track project progress, manage risks and dependencies, and provide regular status updates to stakeholders

•Support grant applications, research collaborations, and innovation programmes involving healthcare partners

•Ensure projects are delivered on time, within scope, and in accordance with agreed quality standards and Service Level Agreement (SLA) requirements

•Drive continuous improvement in project delivery processes and customer implementation methodologies