Position Overview: As a Customer Success Associate at Senestia, you will be responsible for ensuring our clients realize the full value of our software solutions. You will work closely with healthcare organizations to support the implementation, adoption, and ongoing use of our products. This role is critical in helping our clients achieve their business goals and ensuring their satisfaction with our services.
Responsibilities:
- Client Support: Serve as the primary point of contact for assigned clients, providing ongoing support and addressing any questions or concerns they may have.
- Onboarding: Assist in the onboarding process for new clients, including conducting training sessions, providing product documentation, and guiding them through the initial setup.
- Product Adoption: Monitor client usage and engagement with our software, providing proactive guidance and resources to ensure they are getting the most out of the product.
- Relationship Building: Develop strong relationships with key stakeholders at client organizations, understanding their needs and objectives to provide tailored support.
- Customer Feedback: Gather and share client feedback with internal teams to inform product development and improve customer satisfaction.
- Issue Resolution: Work closely with technical support teams to address and resolve any client issues, ensuring timely and effective solutions.
- Renewals & Retention: Contribute to the achievement of customer retention goals by ensuring client satisfaction and identifying opportunities for account growth.
- Reporting & Metrics: Track and report on customer success metrics, including adoption rates, satisfaction scores, and any issues or challenges clients face.
Qualifications:
- Bachelor’s degree in a relevant field such as Healthcare Management, Business, Information Technology, or equivalent experience.
- Experience: 3-5 years of experience in customer success, account management, or a related role, preferably within the health tech or SaaS industry.
Preferred Qualifications:
- Healthcare Knowledge: Familiarity with the healthcare industry and its challenges, with a strong understanding of software solutions for healthcare providers.