Role Overview

As a Locum Success Executive, you will ensure that locums receive value from our platform through a combination of proactive outreach and automated engagement. You will focus on driving satisfaction, adoption, and retention, with enhanced support for high-value locums and LAL Pro subscribers.

Our ideal Locum Success Executive will have demonstrable experience of the below:

• Customer Management:​

• Oversee a large portfolio of locums, delivering value through scalable, low-touch engagement.

• Assess customer priority level and provide higher levels of service for high-value locums and LAL Pro subscribers.

• Build, manage and nurture relationships with locums within an assigned region.

• Data-Driven Insights:

• Monitor locum activity (shift searches, applications, and bookings) to identify trends, engagement opportunities, and at-risk locums.

• Communicate insights to the wider Customer Success team and work collaboratively to continuously improve customer experience.

• Health Checks:​

• Automate regular account check-ins to ensure locums benefit from the platform, escalating for personalised support where needed.

• Upsell & Renewals:​

• Drive renewals of LAL Pro subscriptions and identify upsell opportunities.

• Collaboration:​

• Work closely with sales, support, and product teams to address locum needs and enhance the overall customer experience.

Key Competencies:

• Results Orientated: Consistently meet or exceed predefined Key Performance Indicator (KPI) targets across relevant areas of responsibility.

• Effective Communication Skills: Ability to communicate effectively in both verbal and written forms to communicate with locums as required.

• Attention to Detail: Demonstrate superior attention to detail in all aspects of work, ensuring accuracy and precision in tasks and communication.

• Computer Literacy: Highly proficient in utilising computer systems, software, and tools relevant to locum success operations including CRM/CSM tools.

• Team Collaboration: Proven ability to work collaboratively as a team player with a positive “can-do” attitude, fostering a supportive and inclusive work environment.

• Interpersonal Skills: Possess a friendly and empathetic personality, building rapport with customers and team members to facilitate effective communication and problem-solving.

• Confidence and Charisma: Demonstrate confidence and charisma in approaching, engaging, and integrating locums, instilling trust and enthusiasm in interactions.

• Understanding of Customer Needs: Capable of understanding customer needs and communicating, collaborating and problem-solving effectively to meet those needs as required.

• Customer-Centric Focus: Dedicated to delivering an exceptional customer experience, going above and beyond to meet customer needs.