[Hiring] Customer Success Specialist @LighthouseAI

Role Description

• Customer Relationship Management:
  • Establish and nurture strong relationships with assigned customers, serving as their primary point of contact.
  • Understand customers' unique business needs and challenges, and proactively provide targeted insights and updates to maximize their success with LighthouseAI.
  • Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess satisfaction, address concerns, and offer assistance.
  • Proactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may deter customers from reaching maximum value.
  • Proactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback.
• Customer Success Strategy:
  • Collaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis.
  • Monitor key customer metrics, track usage patterns, and identify opportunities for enhancing customer value and product adoption.
  • Weekly monitoring of customer usage report to detect and address any indications of lack of customer usage.
  • Lead monthly meetings with a cross-functional team to provide an overview of customer usage trends and escalate any indicators of decreasing customer usage/satisfaction.
  • Coordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding.
• Product Feedback and Enhancement:
  • Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests.
  • Weekly reports to Product Management and Marketing on any updated insights.
  • Act as a liaison between customers and the product management team, conveying customer requirements and preferences.
• Renewals and Upsells:
  • Proactively identify and share opportunities for upselling and expansion based on customers' evolving needs and usage patterns.
  • Collaborate with the sales team to drive successful contract renewals and upsell initiatives.
• Process Maintenance:
  • Create, revise, and maintain all SOPs for departmental reference.
  • Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company and/or its clients.

Qualifications

• Knowledge of pharmaceutical state licensing requirements (experience in regulatory compliance, licensing, or credentialing is a plus).
• Strong analytical mindset with keen attention to detail and problem-solving skills.
• Tech-savvy and comfortable learning new software applications quickly.
• Ability to document findings clearly and communicate effectively.
• Prior experience with data validation, quality assurance, or regulatory compliance is preferred.
• Ability to identify patterns, inconsistencies, and data-driven insights.
• Comfortable working in a dynamic environment where software is still being tested and refined.
• Self-motivated individual who takes ownership of their projects with minimal supervision.
• Microsoft Office suite competency including Excel, Word, and PowerPoint.
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Maintain excellent verbal, writing, and language skills.

Compensation

• Salary Range: $70,000 - $80,000

Benefits

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays