Customer Success Specialist

3 months ago


Mt 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

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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