At Affirm Health, our mission is to empower clinicians. Our software delivers the right information at the right time to help clinicians perform better and deliver better patient care.
The Customer Success Specialist is the client-facing representation of our company and standards. The essential functions depend upon the individual’s ability to communicate and develop positive relationships with our new and existing clients and our internal team. This position demands a highly self-motivated, organized, punctual, and personable approach to onboarding and retention of clients.
To join our growing team, please review the list of responsibilities and qualifications:
Responsibilities for Customer Success Specialist
- This role is responsible for understanding our clients’ clinical goals, configuring our proprietary tools, and onboarding new clients to the applications
- The Customer Success Specialist will drive expanded module utilization, deliver outcome reporting to clients, and assist in the renewal process.
- Performance measures include but aren’t limited to client utilization rates, NPS scores, and customer retention.
- The Customer Success Specialist will interact with clients daily (via phone calls, online meetings, emails, and the helpdesk), problem-solve, synthesize and migrate client data/configurations, host live training, propose new usage solutions, and provide technical application support throughout our clients’ journeys with the Affirm Health app.
- Professionally engage with customers in- person or via web conferencing on a scheduled cadence to discuss goals, and share business and progress insights, efficiencies, and roadblocks while also being able to assess the level of satisfaction and generate positive solutions.
- Measure and report the impact of implementations, usage, and retention to internal and external stakeholders.
- Keep records of customer interaction and transactions, documenting details of conversations and actions taken in Salesforce and other reporting solutions as needed.
- Must be able to handle both inbound and outbound calls, multiple customer emails, and support cases on a daily and timely basis.
- Coach and train new and current teammates as needed.
- Software training or support is ongoing.
- Must uphold security practices when handling Protected Health Information (PHI).
- Provide onsite support to customer initiatives as necessary.
Skills
- Clear Communicator – Ability to write and present effectively, both in-person and over the phone/web meeting
- Analytical – Ability to synthesize information to identify and understand issues and
- solutions
- Critical Thinker – Ability to use logic and reasoning to identify the strengths and
- weaknesses of alternative solutions, conclusions, or approaches to problems
- Highly Organized – Ability to multi-task and handle multiple ongoing projects at
- once
- Detail Oriented – Understands that the small details matter and that these details
- can build client trust, respect, and appreciation
- Flexible – Comfortable working in a fast-paced environment. Willingness to absorb
- team members’ input and change direction when needed
- Team Player – Ability to foster and maintain strong working relationships within the
- company. Ability to complete tasks, work cooperatively while being kind and
- cordial to all other Affirm Health team members
- Adaptable – Ability to respond to changing circumstances and to manage, solve
- problems, and provide solutions in a climate of ambiguity
- Technology Skills – Possess intermediate to advanced Google Workspace knowledge (Meet, Docs, Sheets, and Slides); experience with Salesforce would be beneficial, but not required
Education
- Bachelor’s degree or equivalent healthcare experience
- Minimum of 3 years experience in customer service, project management, ideally in healthcare or a Software-as-a-Service (SaaS) organization.
- 1 year of Electronic Medical Record experience is a strong plus; athenahealth, Cerner, or Epic preferred.
- Proficiency with Google Workspace applications, Salesforce, and web/video conferencing
- 10-15% Travel required
You can apply directly on LinkedIn or you use this link: https://apply.workable.com/j/EC15257481
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