[Hiring] Customer Success Specialist II @Teladoc Health

Role Description

The Customer Success Specialist II will operate under the guidance of the Sr. Manager of Customer Operations, focusing on customer support to address disputes and satisfaction issues. This role is pivotal in maintaining customer satisfaction and delight through dispute resolution and reporting, as well as providing support to both customers and internal teams.

Work shift: Monday to Friday 12pm-9pm ART

Location: Bahia Blanca or Buenos Aires

Essential Duties and Responsibilities

• Lead Account Audits to support strategic client and internal decision-making by identifying risks, opportunities, and trends in account data. Act as a consultant to internal stakeholders on insights and recommendations.
• Design and Deliver Advanced Customer Reports that provide actionable intelligence, enabling informed business decisions across departments and with external clients.
• Oversee Change Order and Amendment Management, ensuring timely and accurate implementation across contracts, billing, internal systems, and fleet data. Serve as a liaison between cross-functional teams to drive operational excellence.
• Resolve Complex Billing Disputes and Inquiries with a focus on root cause analysis, long-term resolution, and client satisfaction. Provide guidance to internal stakeholders on best practices for customer communication and escalation management.
• Develop and Execute Strategic Customer Success Plans for at-risk accounts, restoring client confidence and satisfaction. Partner with sales and support leadership to reallocate focus on core responsibilities by assuming ownership of critical recovery initiatives.
• Manage End-of-Life (EOL) Program Execution, coordinating with all stakeholders to ensure timely communication, contract adjustments, and decommissioning of assets according to lifecycle plans.
• Conduct Proactive Customer Health Monitoring using data-driven insights to identify service gaps, reduce churn risk, and recommend continuous improvement initiatives. Collaborate with product and support teams to implement enhancements based on findings.
• Provide Leadership on Special Projects and Cross-Functional Initiatives as assigned, contributing subject-matter expertise, strategic planning, and coordination to achieve high-impact outcomes.

Qualifications

• Bachelor's degree in Business Administration, Project Management, or a related field.
• Strong analytical and problem-solving skills, with a data-driven approach to drive effectiveness.
• Project management abilities, including the ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in data analysis tools and project management.
• Effective communication and presentation skills, with the ability to convey complex ideas clearly.
• Demonstrated experience managing customer relationships and driving retention or satisfaction initiatives.
• Strong conflict resolution and escalation management skills, with a focus on client retention and satisfaction.

Requirements

• Experience working within technology platforms, CRM and ERP systems, or SaaS environments. Salesforce and SalesPad experience.

Benefits

• Teladoc Health is transforming how better health happens.
• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.
• Join a multi-faceted community that celebrates each colleague’s unique perspective and is focused on continually improving, each and every day.
• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.
• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.