Washington, District of columbia
Customer Success Champion Job Opening in Washington, District of columbia - Position Summary
We?re looking for an entrepreneurial candidate looking to join a rapidly growing health care start-up. This role will be responsible for supporting pre- and post-implementation customer and end user success. This position is where ?client support meets customer happiness.? You will touch all customer-facing aspects of our business once we ?go-live? at our client sites. A successful candidate is willing to work in a dynamic environment and hit the ground running.
Who We Are
Babyscripts is a healthcare company focused on improving pregnancies. At our core, we believe that technology and innovation are the key to bettering patient lives, and we've proven this idea with over 10 nationally recognized healthcare organizations across the country. We know that the people are what make our company so successful and are looking for candidates who are passionate about our mission and will help us achieve our business objectives.
Who You Are
You?re a customer experience advocate and are dedicated to the happiness and satisfaction of our customers. You?re a creative thinker, problem solver, pro-active learner, and are not afraid to roll up your sleeves and deal with tough situations. You?re a natural communicator, an excellent conversationalist, and a clear writer who is passionate about delivering the best service to our user base. You care about the details, thrive in a team-oriented environment, can distill complex problems into manageable pieces, and love coming up with simple, repeatable solutions. We?ll be counting on you to shape how we approach customer success as we grow.
Roles and Responsibilities
You?re responsible for three major areas:
Supporting customer usage of Babyscripts products
Driving customer success outcomes, both in the pre- and post-go live space
Helping to scale the customer support function
Primary Duties
Customer Support : Learn and teach new functionality, perform training, and provide technical and operational support daily to consistently meet monthly performance metrics. Streamline and automate a mechanism to administer and collect customer feedback.
Documentation : Refine and document our Standard Operating Procedure (SOP) for all ongoing customer support activities as improvements arise. Utilize and create internal and external in support of new product roll-outs, upcoming go-lives, and ad-hoc customer needs.
Report Generation : Provide Implementation and Sales teams with regular updates on all aspects of customer support. Using data analysis and compilation, create internal and external reports.
Process Improvement : Identify areas for improvement, both within individual accounts and across the platform.
Teamwork : Work closely with Implementation team daily. Work closely with Product team as needed to ensure appropriate resolution and follow-up of customer needs.
Ad-hoc Support : Assist Implementation team with projects as they arise, such as with pre-go-live readiness activities, end user optimization efforts, product testing, A/B testing, platform-wide communications, etc.
Qualifications
This candidate must be able to manage a diverse workload in a fast-paced environment to meet key performance metrics.
Education: A bachelor?s degree in business, communication, liberal arts or equivalent (Required)
Work Experience: 1 ? 2 years of success in customer , preferably within a start-up environment
Hard Skills:
Exceptional use of the Microsoft Office Suite, Google Suite, Keynote, and Pages (Required)
Ability to condense and communicate ?technical speak? into actionable steps in a customer support setting (Required)
Experience with Help Scout, Adobe and other design tools, and analytical and other project management tools (Preferred)
Familiarity with browser-based tools and/or the ability to quickly learn in-house tools (Preferred)
Soft Skills
Solve difficult customer situations creatively and efficiently ? you LOVE making people happy
Highly self-motivated and willing to go above and beyond what is expected
Strong interpersonal skills with impeccable written and verbal communication skills
Possess a desire and commitment to creating and improving best practices
Independent thinker yet effective in collaborative environments
Willing to multi-task across multiple communication platforms
Must be data-, detail-, and process-oriented - you LOVE data and use data to inform business decisions
Must be organized, efficient, and thorough
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Customer Service: 1 year
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