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Customer Success Specialist
4 weeks ago
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
Bachelors 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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