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Customer Success Specialist

2 months ago

Grand Rapids, United States AvaSure Full time

Do you live, sleep, eat and breathe all things customer experience? Do you learn quickly and want to help make a difference in the healthcare industry? Would you like to use your skills in a collaborative and fast-paced work environment?

If so, this may be the perfect role for you Please review the details below and click "Apply" today if this role excites you as a potentially amazing fit

Position Purpose

Works collaboratively with the Customer Success Advisor to identify and address customer needs in the area of program development, oversight and evaluation with the goal of developing and maintaining a world class program. Maintains frequent contact with the Virtual Care (TeleSitter and/or Virtual Nurse) program leadership. Works to identify, monitor and support continuous improvement of their program goals, targets and metrics. Matches Customer Success program plays to the needs of each customer; offering customized service to varying needs over the life of the account/program.

Education & Experience

Bachelor's degree in nursing, healthcare and/or business field preferred. Work experience in customer relationship management, clinical or healthcare operations, inside sales, or customer success. Excellent interpersonal skills, history of strong company/customer relationship building Preparation and presentation of reports Strong emotional intelligence and interpersonal skills Proficiency in Microsoft suite of programs; familiarity with Business Intelligence/Data Management systems Professionalism in all customer interactions Ability to learn new concepts, processes and explain to others (ie, Strong knowledge of AvaSure products, services, and organizational resources) Effective problem solving Facilitation of group meetings

Responsibilities & Essential Functions

Takes direction from the Customer Success Advisor and Sales Executives to execute on the unique program needs of the segment of accounts for which they are accountable; uses the Customer Success Playbook as a guide. Maintains a strong understanding of AvaSure's internal roles, processes, product and services in order to facilitate customer education and access to these resources. Proficient with data management skills (ORNA and other tools) to gather program information for meetings with customers, including monthly/quarterly Business Reviews. Maintains professional relationships with key customer contacts through virtual as well as on-site interactions. Prepares for and facilitates on-site customer visits and/or virtual meetings to assure program objectives are met, including site specific issues. Connects customers to webinars, symposium, and other program offerings at AvaSure to foster program success. Identifies best practices at customer sites and works to promote those throughout AvaSure and its customer base. Encourages customer representatives to present their best practices in various forums both internal and external. Works to identify "top performer" customer sites and advance them as reference sites. Reviews customer feedback data and responds accordingly to continually improve customer engagement and success at achieving desired outcomes. Documents customer interactions in AvaSure's Customer Relationship Management (CRM) system.

Competencies & Work Style

Excellent interpersonal skills, history of strong company/customer relationship building Preparation and presentation of reports Strong emotional intelligence and interpersonal skills Proficiency in Microsoft suite of programs; familiarity with Business Intelligence/Data Management systems Professionalism in all customer interactions Ability to learn new concepts, processes and explain to others (ie, Strong knowledge of AvaSure products, services, and organizational resources) Effective problem solving Facilitation of group meetings

Supervisory Requirements

None

Work Environment & Physical Demands

Ability to travel to customer sites up to 30% per year nationwide. This position is full-time. The position is remote within the U.S. when not traveling.

Benefits & Perks

AvaSure sponsored Medical, Dental & Vision Safe Harbor 401K with Employer Matching up to 4% HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans Flexible Time Off Plan & Paid Holidays Parental Leave Generous Tuition Assistance & Continuing Education Reimbursement available Employee Referral Bonus

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments for over 1 million patients, with over 50 million live monitoring hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Job Posted by ApplicantPro #J-18808-Ljbffr