Customer Success Specialist (USA Shift)
- Vadodara, IN
- Non Technical Jobs
Customer Success Specialist
Primary Responsibilities
Management of clients and ensuring all requirements are fulfilled
o Maintaining relationships and having multiple touch points with leadership of assigned accounts
Implementing strategies to maximize volume of each assigned account
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Handling handover process from sales
Participating in sales handover meeting with client
Assisting with the handover process to Account Management
o Full-cycle seamless transition to Account Management
SOP process creation (in tandem with the Phlebotomy Manager)
Working with IT for HL7 integration (if needed)
Assist in post sale contract management
o Pricing
o Payment Terms
o Performance Requirements
o Volumes - Scheduled appropriately
Working closely with Phlebotomy Manager on delivery of service to the customer
Working closely with Account Management
Documenting all client interactions in CRM
o Responsible for all CRM organization of client information prior to handover to Account Management
Handling customer success calls from 3CX
Monitoring eligibility as it relates to managed clients
Notifying management of all service failures
o Creating solutions so failures are not repeated
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Effective communication with the sales team
Communicating with management as to discrepancies between what sales has promised and operations can deliver
Visibility of order entry and eligibility checks as it relates to assigned clients
KPI’s
Transition accounts to Account Manager within 120 days
Patient Satisfaction 4.8+ out of 5
o 25% of patients participating
Client Satisfaction 4.5+ out of 5
o 50% of clients participating
100% of clients transitioned to Account Management (0 Loss)