[Hiring] Enterprise Support Specialist @Nordhealth

Role Description

The Enterprise Support Specialist is a strong individual contributor in Nordhealth's Customer Support team, dedicated to our Enterprise customers using Provet veterinary practice management software. The Enterprise Support Specialist is the go-to support contact for large, often multi-site clinic groups, resolving complex cases, including finance-related questions such as invoicing, payments and accounting, and configuring the system to customer needs within the capabilities of the product.

Your key responsibilities include:

• Act as the main support contact for Enterprise customers, often multi-site clinic groups, providing efficient, high-quality support that meets agreed targets and service levels and achieves a high level of customer satisfaction.
• Build strong relationships with key stakeholders at Enterprise customers, and own escalations and complex cases through to resolution.
• Support customers with finance-related questions and setups in Provet, such as invoicing, payments, VAT/tax settings, financial reporting and accounting integrations.
• Work independently and as part of the team to build best practices that develop the support work.
• Collaborate cross-functionally with Sales, Marketing, Implementation and Product Development teams to deliver the best and most efficient service for customers.
• Annual OKRs will be set at the individual level to contribute to the OKRs of the Business Unit, Team and Company.

Qualifications

• Proven track record of maintaining a high level of customer satisfaction, measured by Customer Satisfaction surveys.
• Experience working in a fast-growing, global SaaS company.
• Background in finance, accounting or payments, through education or work experience (preferred).
• Experience supporting Enterprise or key account customers in a B2B software (SaaS) environment; experience in healthcare or veterinary software is a plus.
• Ability to manage multiple customers and priorities at the same time.
• Fluent spoken and written English (required).
• Prior experience of working in an international company.

Requirements

• Work efficiently towards meeting the set quantitative targets for support.
• Close co-operation with the team and with other stakeholders is required.
• Independence in connecting with relevant parties and good collaboration skills are required in this role.
• The main challenge of this role is to reach individual targets based on the set support Objectives and Key Results.

Benefits

• Chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare.
• Endless learning and professional growth opportunities.
• The tools you need, and enjoy using.
• Amazing company events and great colleagues from around the world.