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Customer Success Specialist

3 months ago

Austin, United States Leading Reach Inc Full time
Who We're Looking For:

This is a 100% remote position. The Customer Success Operations Specialist plays a key role in coordinating with internal teams to promptly provision LeadingReach accounts and conduct outbound verification calls for end users. As the primary specialist at the forefront, you will be accountable for creating accounts generated through Enterprise contracts, website registrations, and fax microsite sign-ups. This position requires a high level of expertise in the LeadingReach Administrative portal and LeadingReach CRM, with a strong emphasis on meticulous attention to detail to excel in this dynamic environment.

Who We Are: 

LeadingReach is a health-tech SaaS provider on a mission to change the way healthcare manages patient care. 

Based in Austin, Texas, LeadingReach is a HIPAA-secure, web-based platform that connects healthcare providers together on the LeadingReach Network enabling them to refer patients, share clinical documentation, and communicate digitally, reducing the need for faxes and phone calls between providers. 

What You Will Do:

  • Responsible for provisioning LeadingReach accounts 
  • Conduct outbound user verification calls
  • Extensively use our CRM to maintain accurate activity, contact and account information of all customers and prospects while ensuring data integrity, quality and cleanliness
  • Provide clarity and internal resolutions for our hardworking Network Management team 
  • Function as the voice of the customer and provide internal feedback on how LeadingReach can better serve our customers
  • Use Confluence to maintain all processes and account specifics in order to accurately build customer specific accounts
  • Ability to multitask between projects and daily tasks efficiently while maintaining priorities 
  • Expedite projects as determined by need and urgency while coordinating with the Customer Success team
  • Ensure that Enterprise/Transaction Requests are being completed by deadlines and accurately based on the customer's needs
  • Maintain a deep understanding of the Product requirements for the different provisions and features that are required for specific customer builds 
  • Be available outside of standard business hours as needed if special time-sensitive projects arise (rare)
  • Perform other related duties as assigned 
What You Need:

Minimum Requirements:

  • Bachelor’s Degree preferred or work equivalent required
  • Minimum 2 + years in a customer success/service role/data entry role preferred 
  • Prior experience with SaaS applications preferred
  • Keen eye for detail and organization of tasks 
  • Experience in the healthcare industry preferred

Skill/Ability:

  • Excellent verbal and written communication skills
  • Familiarity with Zoho CRM, Google Apps, Microsoft Office, Mac & Windows Operating Systems, and other SaaS products is a plus
  • Self-motivated team player who is able to effectively close out provision requests in a timely manner and bring new ideas to the table that may improve operational efficiency
  • Ability to access and accurately input sensitive information with confidentiality required
  • Enjoys working closely with a close internal team 
  • Self-starter, able to work independently without supervision
What We Offer:

Benefits & Perks: 

  • Competitive salary 
  • 100% Remote, must be based in U.S
  • Startup environment within a stable, industry-leading company
  • 20 days PTO, 6 paid mental health days, plus paid holidays
  • Company-sponsored health, vision and dental benefits
  • Matching 401k with no vesting period
  • Remote work and cell phone stipend
  • Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events
  • "Pay It Forward" and Career Development Opportunities