CX Associate

Who are Heidi? 

Heidi is on a mission to halve the time it takes to deliver world-class care. 

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. 

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

 We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent $16.6MM round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge? 

The Role

We’re hiring a Customer Experience Associate in our London office to help onboard, train and support our small to mid-sized customer groups in the UK. 

You will play a key role in delivering a delightful clinician experience to customers and ensuring clinicians not only adopt, but fall in love with Heidi.

What you’ll do

The Customer Experience Associate will support our small to mid-sized customer groups through the Heidi onboarding lifecycle. From account setup and training, to monitoring and activation, through to ongoing troubleshooting and support - you’ll be the primary support contact for customers.

You’ll work closely with the Heidi customer success and sales teams, and collaborate with the product, engineering and medical knowledge teams to deliver tailored solutions, support customers and elevate the customer voice.

• Onboarding and Training: ensure each customer’s setup and onboarding experience is seamless through delivery of impactful training and support resources

• Ongoing Support: provide ongoing support and troubleshooting to help users seamlessly integrate Heidi into their workflows and reach those “aha moments”

• Relationship Building: develop and maintain strong relationships with customers, understand their goals, needs and workflows to ensure successful pilot-to-partnership conversions and retention

• Drive Adoption: monitor activation, drive adoption and track usage throughout implementation

• Elevate the Customer Voice: gather customer feedback and share insights with the team to help refine our processes and inform the evolution of our product roadmap

• Scale our Teams reach: help scale and optimise our operational processes for efficient Heidi deployment

What we look for

• Strong experience in Customer Experience, Customer Success, Implementation or equivalent field, preferably in a tech or startup environment [high growth (0-1) SaaS]

• Customer-centric mindset - you’ll spend majority of your time with customers, ensuring they feel supported, valued, and set up for success

• Self-starter who is highly motivated with strong communication skills

• Highly organised and can confidently manage multiple customers and competing priorities, while maintaining attention to detail and quality

• The ability to be adaptable and context-switch - you’ll run training sessions and interact with multiple customers across different clinician specialties / verticals

• Exceptional problem-solving skills with a doer’s mentality

• Self-motivated, with a bias for action. You’re unafraid to get your hands dirty in an extremely fast paced environment to help solve different challenges and priorities

Other things to know

• We’re almost always in-person, based in our London office

• Clinical experience or experience in healthcare is great, but not required

• Familiarity with AI and LLMs is a plus, but not required

At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

• We will stop at nothing to improve patient care across the world.

• We design user experiences for joy and ship them fast.

• We make decisions in a flat hierarchy that prioritizes the truth over rank.

• We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us

• Additional paid day off for your birthday and wellness days

• A generous personal development budget of $500 per annum

• Learn from some of the best engineers and creatives, joining a diverse team

• Become an owner, with shares (equity) in the company, if Heidi wins, we all win

• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups

• If you have an impact quickly, the opportunity to fast track your startup career!