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Customer Onboarding Team Lead

3 months ago

Doral, United States Intrigma Inc Full time

Company Description

Intrigma is a fast-growing cloud software company transforming healthcare scheduling for hospitals, nursing, and physician groups. Our advanced scheduling software simplifies complex scheduling challenges and helps healthcare professionals provide the best care possible. We're seeking a customer-facing technical expert ready to listen to and train customers and spearhead our vision of incorporating AI tools into our onboarding process. We're eager to find a visionary who can reshape onboarding, making it more innovative and more efficient with AI. Join us to help create a better onboarding experience for our clients

Job Description

In this role, you will deliver stellar onboarding experiences and help lead the transformation of our support department by leading the development of an AI-based customer onboarding tool.

Primary Responsibilities: Customer Onboarding & Training: Train customers to use our scheduling software efficiently. Develop comprehensive onboarding plans and training curriculums. Conduct online seminars to explain software features. Create and maintain strong customer relationships by understanding and addressing their needs. Assist in client account configuration based on specific requirements.

AI Chatbot Transformation: Collaborate with technical and product teams to align chatbot development with broader company goals. Lead the development of an AI chatbot to handle onboarding autonomously, including: Defining requirements for seamless integration with the existing API. Creating video demonstration modules and other educational content for the chatbot. Iteratively refining the chatbot's knowledge base to improve customer interactions.

Transition the onboarding and support team towards managing chatbot-supervised interactions.

Technical Support: Support customers via phone calls and email tickets using Zendesk. Address and resolve issues calmly and strategically.

Qualifications

Bachelor's degree. 3+ years of experience in a SaaS Customer Success role. Familiarity with project management (PMP certification is a plus). Proven ability to think critically and creatively to solve problems. Strong technical aptitude and ability to communicate technical concepts to customers. Experience with AI-based chatbots, automation, or AI more broadly is a significant advantage. Ability to balance strategic vision with practical implementation. Additional Information

Perks:

Gain experience working with AI. Fully remote work + fun in-person offsite meetings with the team. Opportunities to grow and directly impact the future of the healthcare sector. Friendly and passionate colleagues dedicated to revolutionizing healthcare scheduling.

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