[Hiring] Customer Success Specialist @Acquire Intelligence

Role Description

As Customer Success Specialist, your role is integral in keeping our customers happy and contributing to the success of our organization.

A Customer Success Specialist is not your typical person in a client-facing role. They:

• Rectify existing problems and troubleshoot potential problems.
• Utilize excellent, in-depth knowledge of company products.
• Are innovative, enthusiastic, and creative problem solvers.
• Act with full ownership to discuss the benefits our software offers.
• Interact with medical and healthcare professionals to train them on our technology.
• Provide exceptional support to new clients and ongoing support to current clients.

DUTIES AND RESPONSIBILITIES

• Effectively respond to inbound client calls, chats, and cases regarding client-specific products while troubleshooting our software.
• Act with determination and full ownership to resolve all cases with importance on first contact resolution.
• Develop an understanding of client product knowledge, architecture, and solutions.
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs.
• Exhibit a speed to success through effective troubleshooting.
• Showcase the ability to resolve synchronization software functioning issues.
• Manage cases and ensure timely resolution of client concerns.
• Provide expert advice to assist clients with the health of their business through using Solutionreach software.
• Demonstrate drive for the success of our client’s practices.
• Effectively problem solve intense software issues while utilizing tools for creative solutions.
• Empower and educate clients on self-help options by teaching customers how to effectively use the knowledgebase.
• Effectively communicate with the client base via phone, email, and chat.

Qualifications

• At least 2+ years’ experience in the field of technology with additional client service experience.
• Proficient and experienced in Windows workstation and server environments.
• Strong communicator with social skills.
• Familiar with one or more database types.
• Able to troubleshoot, test, report, document, install, and train on software.
• Strong English written and verbal communication skills.
• Tech savvy with an understanding of how medical practice needs can be better supported through technology.

PREFERRED QUALIFICATIONS

• Prior experience in the SaaS industry.
• Prior consultant experience in assisting customers to utilize software effectively.
• Knowledge of Mac OS workstations and server environments.
• Command prompt and terminal command knowledge.
• Other related medical software and/or technology experience.
• Medical office experience working with PM/EMR/EHR software on a day-to-day basis.
• Prior case/account leadership.

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.
• Achievement of pre-defined KPIs and SLAs.
• Excellent feedback from customers.