Member Success Specialist Jobs

Member Success Specialist

The Member Success Specialist will report to the Director of Accounts and be an integral member of the Member Success function.

As a Member Success Specialist, you will play a crucial role in our fast-growing healthcare software company. Reporting to the Director of Accounts, you will be an integral part of our Member Success function, focused on protecting, nurturing, and growing customer relationships. Your primary responsibility will be to ensure our customers' success and satisfaction, contributing to the overall growth and success of our organization.

About Us

We are a fast-growing healthcare software company that solves the “unsolvable” problems in healthcare. Everyone that joins has a direct impact on the direction and success of the company. Today’s hires will be tomorrow’s leaders. We enable the healthcare industry to deliver exceptional care to more patients by digitally advancing healthcare through creating and delivering innovative technology to solve unsolved problems.

Our Values

• We make big bold bets.
• We build success stories.
• We respect the pause.
• We celebrate differences.
• We tell the truth.
• We convey relevant and accurate information respectfully.
• We are customer-obsessed.
• We think, communicate, then execute. In that order.
• We act like owners.
• We do what's right, transparently.
• We persevere.
• We value ideas over hierarchy.
• We have a relentless pursuit for perfection.

Roles & Responsibilities

As a Member Success Specialist, you will be responsible for:

• Contributing to the development and refinement of customer success processes and strategies.
• Analyzing customer data and metrics to identify trends and opportunities for improvement.
• Conducting regular check-ins with customers to assess satisfaction, address concerns, and identify opportunities for growth.
• Proactively engaging with customers to understand their goals, challenges, and needs.
• Advocating for customers' needs and feedback within the organization to drive product enhancements and improvements.
• Staying up-to-date with industry trends, best practices, and regulatory changes to provide informed guidance to customers.
• Contributing to the continuous improvement of the Member Success function and sharing insights with the team.
• Building strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Supporting customer onboarding, training, and implementation processes.
• Collaborating with cross-functional teams on projects and initiatives to drive customer satisfaction and retention.
• Resolving customer issues and escalations in a timely and satisfactory manner.
• Collaborating closely with internal teams, including sales, product, and support, to ensure a seamless customer experience.
• Providing guidance and training to customers on best practices, product features, and functionality.
• Assisting customers in successfully adopting and utilizing our healthcare software solutions.

Knowledge, Experience, and Skills:

To excel in this role, you should have:

• Knowledge of the healthcare industry and familiarity with healthcare systems and processes.
• Ability to collaborate and build relationships with customers and internal stakeholders.
• Bachelor's degree in a related field or equivalent work experience.
• Join our team, and you will have the opportunity to contribute to the transformation of healthcare while working in a collaborative and dynamic environment. We offer a competitive salary, comprehensive benefits package, and the chance to make a real impact. Be a part of our mission to revolutionize healthcare and improve patient outcomes.
• Strong customer-centric mindset and a passion for delivering exceptional customer experiences.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Strong problem-solving and critical-thinking skills to address customer needs and challenges.
• Ability to quickly learn and understand complex healthcare software solutions.
• Prior experience in a customer-facing role, preferably in customer success or account management.
• Excellent written and verbal communication skills to effectively engage with customers.