Execute daily outbound communication (phone and email) to post-acute organizations to proactively verify and update customer information in support of new implementations and ongoing customer initiatives.
Drive team and individual performance by consistently meeting or exceeding daily outbound communication quotas, as well as core Customer Success team metrics (e.g. data quality, implementation timelines, etc.).
Ensure data integrity and accuracy for assigned geographic region by meticulously reviewing, verifying and working with the post-acute care organizations to update their data.
Assist with the resolution of customer support tickets in a timely and professional manner
via email and phone.
Maintain meticulous and comprehensive records of all customer interactions, account processes and document filing within the CRM system to ensure an accurate historical account.
Adhere to all internal communication procedures, guidelines and compliance policies to maintain consistency and professionalism across all customer touchpoints.
Manage escalated customer complaints with professionalism, providing clear solutions and timely follow-up to ensure definitive resolution and restoration of customer trust.
Actively contribute to a high performance, team-oriented culture and participate in continuous process improvement efforts to help build a best-in-class Customer Success operation.

Minimum of 2 years of experience in a customer support or client service representative role.
Solid communication skills by phone and email with professional active listening capabilities.
Track record of not just reaching, but exceeding quota requirements.
Experience with customer relationship management (CRM) systems and practices like Salesforce, Zendesk and Asana for documentation.
Customer oriented with the ability to adapt/respond to different types of customers, personalities, and circumstances.
Ability to multi-task, prioritize, and manage time effectively.
A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
BA/BS degree or equivalent work experience.

Customer Success Associate

Key skills