Senior Customer Success Specialist

Customer Success Specialist, Senior

Remote

Company Overview:

Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience, both in and out of the doctors office.  Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

Opportunity Overview:

Cohere is looking for a Customer Success Specialist in support of current customer accounts. This role will be an integral member of the Customer Success team and will serve as one of our customer’s key points of contact, assisting with business, product, and technical support. This person will play a critical role in nurturing and developing customer relationships and will lead the resolution of customer issues, help to shape reporting efforts, and work with teams across Cohere in support of customers.

If you are passionate about deploying technology-driven solutions to enhance patient experience, drive clinical excellence, and achieve healthcare operational efficiencies, we want to hear from you!

What you will do:

• Develop strong and sustainable business relationships with Cohere’s current client accounts in support of current work and expansion efforts
• Manage, track, and monitor progress against day-to-day operational work, milestones, and ongoing work plans
• Maintain knowledge of all current and upcoming activity with customer accounts in relation to current scope and expansion opportunities
• Partner with customers to troubleshoot issues and to identify solutions
• Collaborate with cross-functional teams within Cohere to effectively respond to customer issues and inquiries
• Track key internal updates and performance indicators that should be shared with client accounts and help to determine most effective way to share information
• Create reporting materials and client facing presentations to share updates, progress against targets, and overall performance for client accounts

Your background & requirements:

• Bachelor’s degree
• 3-5 years of experience in customer-facing roles (customer success, customer support, or similar role)
• Passion for building relationships with key stakeholders and prioritizing their needs
• Excellent project management and communication skills with strong interpersonal skills
• Operationally minded and able to effectively problem solve in partnership with client accounts
• Ability to effectively work cross-functionally, including with technical teams
• Experience working in healthcare, preferably with health plans, preferred
• Experience working in fast-paced startup environment preferred 
• Flexible and comfortable with ambiguity
• Willingness to travel up to 25% of time

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement 

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all.  To us, it’s personal.

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