Customer Success Specialist

3 months ago

Mount Arlington, United States MedPro Systems Full time

Position Summary:

As a Customer Success - Aggregate Spend Specialist, you will be a member of the Aggregate Spend team within the MedPro Customer Success Team. The Aggregate Spend team is primarily responsible for new customer implementations and ongoing customer support, with Specialists leading the projects and serving as the primary customer contact. Additionally, the team engages in a variety of internal efforts and cross-functional projects with other teams.. This role will report to Manager - Aggregate Spend Services, and will have a flexible work location with the expectation of in-person attendance for critical meetings in our Mt. Arlington, NJ office.


Work Expectations

· Full-time: 40 Hours per week; Exempt Position

· Temp to Perm Position


Benefits

Full Group Medical, Dental and Vision Insurance, Accident and Critical Illness Insurance, Short Term Disability, Life and Long-term Disability Insurance, Employee Assistance Program and Health Advisory Service. Dependent Care Flexible Spending Account, Health Savings Account, 401(k) and 401(k) Roth, Profit Sharing, Generous PTO, 11 Paid Holidays, Opportunity for Professional Development & Growth, Exceptional Company Sponsored Events.


Essential Duties and Responsibilities


· Analyze customer data, offer suggestions, and assist with correction and configuration changes as needed

· Assist customers through annual reporting seasons for successful completion

· ·Assist with new version software application testing and implementation

· Collaborate with other Specialists to develop tools and strategies for success

· Collaborate with other MedPro functions on system enhancements and bug fixes

· Configure customer environments to align with individual business needs

· Coordinate support coverage for technical, regulatory, and data management needs

· Create and maintain detailed account information in a centralized location for team reference

· Generate and analyze reports for proactive customer support efforts

· Guide customers through annual reporting seasons for successful completion

· Lead support meetings in-person and virtually

· Lead system training for customers, teammates, and other MedPro resources

· Learn and maintain expertise in the business and compliance requirements of Aggregate Spend

· Learn and maintain expertise in the MedPro ComplianceReportingID application

· Learn and utilize the SQL language to access the Aggregate Spend databases

· Own the communication and relationship with specific customer accounts throughout all contract stages

· Participate in proactive and ad hoc support meetings for customers

· Perform vendor training on data capture and file format requirements

· Serve as the primary support contact for customer accounts

· Work with customer data files, application screens, and system reports


Key Qualities/Skills

· Strong customer service mentality and proven ability to perform in a customer facing role

· Effective oral and written communication skills

· Excellent prioritization and time management skills - efficiently organize multiple task responsibilities to meet deadlines

· Strong analytical and decision-making skills

· Desire to solve problems and innovate

· Ability to work in a highly interactive environment with a diverse team of colleagues

· High computer literacy and ability to learn new skills, techniques, software, and processes

· Ability to maintain professionalism and confidentiality regarding sensitive customer, prospect, or vendor information


Technology/Software Knowledge

· Knowledgeable with SQL and relational database concepts

· Proficiency with Microsoft Office suite, particularly manipulating data using Excel

· JIRA/Confluence preferred

· Monday.com preferred


Education and/or Experience

· Bachelor’s degree required in any discipline; preferably in business, technology, and/or compliance coursework

· 2+ years of post-collegiate job experience; Account Management experience preferred

· Pharmaceutical or Medical Device industry experience preferred


Required Travel

· 5%

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