MedLink Solutions
Customer Success and Training Specialist
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Customer Success & Training Specialist
Salary: £40,000–£45,000 FTE (depending on experience)
Location: UK-based, fully remote (with occasional travel for conferences and team meetings)
Contract: Permanent, full-time (part-time considered)
About MedLink
MedLink is a fast-growing automated recall and monitoring platform used by GP practices across the UK. We help practice teams manage drug monitoring, long-term condition reviews, recall and clinical workflows, reducing administrative workload while improving patient care.
As MedLink continues to grow, we're looking for a Customer Success & Training Specialist to ensure every practice has an outstanding experience from day one. You'll help new customers get up and running, deliver engaging training and provide vital day-to-day support.
The Role
This is a customer-facing role at the heart of our client experience.
- You'll guide new practices through implementation, helping them get the most from MedLink, build confidence in using the platform, and realise its benefits quickly.
- Once practices are live, you'll become a trusted point of contact, providing friendly, knowledgeable support whenever it's needed.
- Working closely with our product and technical teams, you'll also identify recurring themes, share customer feedback, and help drive continual improvements to both the product and our support resources.
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What you'll do
- Onboard new practices – Guide GP practices through implementation, setup and their first weeks using MedLink, ensuring they get value from the platform quickly.
- Deliver training – Run engaging online training sessions for practice staff, including administrators, reception teams, practice managers and clinicians.
- Provide day-to-day support – Respond promptly to customer queries, troubleshooting issues and working with the technical team when escalation is needed.
- Develop support resources – Create and maintain user guides, knowledge base articles and other training materials to help practices become increasingly self-sufficient.
- Champion the customer – Identify common questions, recurring issues and opportunities for improvement, feeding these back to the product team to help shape future development.
What we're looking for:
Essential
- Experience working within UK general practice (clinical or administrative).
- Strong working knowledge of SystmOne.
- Excellent communication skills, with the ability to explain technical concepts clearly and confidently to non-technical users.
- Experience delivering training or presentations via Microsoft Teams or similar platforms.
- Strong organisational skills, with the ability to manage multiple priorities and customer enquiries simultaneously.
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Desirable
- Experience using EMIS and/or Vision, in addition to SystmOne.
- Previous experience in a support, training, onboarding or customer success role.
- Experience creating user guides, help documentation or training materials.
Why join us?
- Salary of £40,000–£45,000 FTE, depending on experience.
- UK-based, fully remote working with occasional travel for team meetings or conferences.
- Full-time or part-time considered. Part-time hours must fall within standard business hours (Monday to Friday).
- Company pension.
- 25 days' annual leave, plus bank holidays.
- The opportunity to make a real difference to how GP practices deliver care across the UK.
- Be part of a small, ambitious team where you'll have real influence over how we support customers and develop the product.
How to apply
Please send your CV to recruitment@medlinksolutions.co.uk, together with brief answers to the following:
- Tell us about your experience working in UK general practice.
- Which clinical systems have you used, and for how long?
- Describe any experience you have delivering training or supporting colleagues or customers.
- What do you think makes great customer support?
- Why does this role appeal to you?
Interview process:
- First interview (Teams)
- Practical exercise (e.g. deliver a 10-minute training session on a simple topic)
- Final interview
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