Customer Experience Manager

About the Role

As Customer Experience Manager for the Loyalty Team, you will take inbound requests from customers requesting to cancel, identify key issues in customer satisfaction and develop solutions to retain the business. You will analyze quantitative and qualitative customer metrics to identify early indicators of possible cancellations and make outbound calls to proactively address customers issues. This is an individual contributor without any direct reports. 

Your Area of Focus

• Provide a positive image for Tebra by delivering outstanding customer support to our customers as it pertains to their Tebra product suite and services
• Identify solutions for customer issues and work closely with the customer to resolve
• Work cross-functionally with other teams, including Account Management, Onboarding and Accounting, to ensure a positive and cohesive customer experience
• Help improve Tebra's product and processes by contributing to the development of the departments plans and the strategy using your unique insight into the challenges faced by our clients and acting on our customers’ behalf as their advocate
• Document detailed customer feedback regarding cancellation reasons and retention tactics in Salesforce.

Your Professional Qualifications

• 2+ years experience in customer service, support or a similar role
• A professional and friendly demeanor
• Keen problem solver with superb attention to detail
• Excellent verbal and written communication skills - you will persuade, present and problem solve throughout the day!
• Self-learner who thrives in the opportunity to take initiative
• A passion for energetic and fast-paced environments
• Enjoy interfacing with customers and addressing their questions and concerns
• Familiarity with Salesforce, Slack and Google Suite
• A team player who is ready and willing to support the team and our customers

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

#LI-SS1 #LI-Hybrid