Client Success Advocate

2 weeks ago

Kirkland, Washington, United States Virtual Therapeutics Full time
Job Overview

About the Company
At Virtual Therapeutics, we are dedicated to addressing the global mental health crisis through innovative virtual reality solutions, grounded in evidence-based practices and engaging content. Our team, equipped with extensive experience and unique resources, is committed to developing immersive products that enhance access to effective therapies aimed at improving health and wellness. We prioritize mental health and well-being, fostering a culture of trust, collaboration, and enthusiasm as we evolve and expand.

Position Summary

We are looking for a proactive and skilled Customer Success Specialist to become an integral part of our vibrant team in the digital therapeutic sector. In this role, you will be essential in ensuring our clients derive maximum benefit from our cutting-edge solutions. Acting as the main liaison for our clients, you will provide outstanding support and guidance to help them reach their health and wellness objectives through our VR technology. Building strong relationships with clients, understanding their requirements, and collaborating with internal teams will be key to your success. Your primary aim will be to enhance client satisfaction, retention, and growth by delivering an exceptional customer experience.

Key Responsibilities

Customer Success Strategy

  • Act as the main point of contact for product end users, addressing incoming support inquiries and resolving issues in alignment with customer experience strategy and company values.
  • Verify and process incoming product orders by confirming prescriptions submitted by licensed healthcare professionals through online platforms.
  • Implement best practices to streamline the customer support process, ensuring timely and effective responses to all stakeholder inquiries across various communication channels.
  • Promote self-service options to minimize support requests and enhance efficiency.
  • Utilize tools such as Stripe, Google/Apple Store, and internal CRM systems to accurately maintain customer records and monitor transactions.

Customer and User Satisfaction

  • Ensure all interactions with external stakeholders are conducted professionally, promptly, and thoughtfully.
  • Focus on improving user satisfaction and retention by providing exceptional support throughout the customer journey.
  • Proactively engage with users to collect feedback and understand their challenges, using this information to enhance the overall experience.
  • Address issues and complaints in a compliant environment, demonstrating empathy and understanding while seeking resolutions.
  • Optimize existing customer success operations and introduce new processes as necessary to boost overall efficiency and effectiveness.

Data Analysis and Management

  • Generate reports and analyze data from customer support tickets and internal CRM tools to identify trends, assess performance, and highlight areas for improvement.
  • Share data-driven insights with team members to guide decision-making and enhance customer success initiatives.

Qualifications

  • Minimum of 3 years of direct experience in customer experience, customer support/success within the mobile gaming, digital therapeutic, healthcare software, or related technology sectors.
  • Proven proficiency with support ticketing systems and CRM tools (e.g., Zoho CRM and ZenDesk).
  • Experience working in small customer service teams, including direct reporting responsibilities.
  • Exceptional written and verbal communication skills, with a talent for documenting controlled processes.
  • Ability to simplify complex technical issues for diverse audiences.
  • Strong problem-solving skills with the capacity to manage challenging situations calmly and effectively.
  • Demonstrated adaptability in a fast-paced, dynamic environment.

Benefits and Perks

Comprehensive benefits package including matching 401K, bonus opportunities, a positive company culture, and flexibility.

Virtual Therapeutics is an equal opportunity employer committed to fostering an inclusive and innovative environment. We provide employment opportunities without regard to age, race, color, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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