Customer Success Operations Specialist

How You’ll Support Our Mission

As a member of the Customer Success Operations team, you will help support the customer experience, engaging with customers throughout their life cycle both proactively and in response to customer needs. 

What You’ll Be Doing – The Day to Day

You will be responsible for working with a team who provide an exceptional experience to customers using our healthcare software applications. This is very much a hands-on role where you will be engaging with customers directly through a variety of life cycle points and driving customer growth and adoption.  The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support, training questions, contracts questions, customer problems, and/or product concerns. 

• Collaborate with our Contracts team to guide customers through the renewal process, subscription changes and contract changes.
• Be a point of contact for escalated customers and help guide them through training and support processes to address their concerns.
• Work with customers who are off boarding to retain the business we can and to ensure a smooth transition.
• Deliver timely, accurate, and highly impactful resolutions to customers.
• Assist with customer-facing projects as they are available.
• Cross functional collaboration with Product, Support, Contract and Customer Success Managers to proactively drive customer growth and retention.

Who You Are – The Essentials

The things you must have to be considered for this role:

• 2+ years of Customer Success or Customer Support with proven Operations or SaaS Technical expertise.
• Good communication, emotional intelligence, and empathy skills.
• Experience with escalated customers
• Demonstrated experience with the Microsoft Windows platform, desktops, and servers.
• Troubleshooting experience (PC hardware/software, browsers, etc.)
• Experience communicating and reporting operational data to internal teams and leadership.
• Process driven professional.

Who You Are – The Desirables  

• Healthcare industry experience is preferred.
• Professional certifications are a plus.
• Proficient in Salesforce and Excel

• Competitive health plans (medical, dental, & vision insurance)
• PTO (starting at 20 days) & 12 company holidays
• 401(k) with company match
• Telemedicine service provided by ESO
• Savings accounts (FSA, HSA, DCA)
• Employee Assistance Program (EAP)
• Annual health and wellness reimbursement
• Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
• Paid parental leave, new child program, & flexible parental return-to-work options
• Casual office environments and unlimited office snacks and drinks