Customer Success Specialist
iCareManager (iCM) is looking for a customer-focused and results-driven professional to join our team as a Customer Success Specialist. In this role, you will be responsible for ensuring the success of our EHR system by working closely with our customers to understand their needs and objectives, and to provide them with the support and guidance they need to fully leverage the capabilities of our system.
Key Responsibilities:
Act as the primary point of contact for our customers, providing them with the support and guidance they need to effectively use iCM
Train customers on how to use all modules, including both in-person and remote training sessions
Work closely with customers to understand their unique business needs and objectives, and to develop customized training solutions and objectives to meet those needs.
Identify and troubleshoot technical issues and provide appropriate solutions.
Use tools such as Asana, MS Teams, Jira, Helpscout, Zoom to manage customer interactions and ensure customer satisfaction.
Keep abreast of new features and updates in the system, and train customers on how to use them both over the phone and through our ticketing system
Create and update training material including training videos
Provide technical support over the phone and through our ticketing system to troubleshoot and resolve customer issues.
Provide customer feedback to the development team to improve the system.
Foster positive and long-lasting relationships with customers, becoming their trusted advisor.
Participate in customer implementation meetings to ensure a smooth and successful system implementation
Help with sales and marketing efforts, including attending conferences and trade shows to promote iCM and generate leads.
Must be available to assist customers outside of regular business hours including weekends and holidays
Achieve customer satisfaction and retention targets.
Requirements
Qualifications:
Minimum 2 years of experience in customer support field
Strong technical background, with experience troubleshooting and resolving technical issues.
Bachelor's degree in Computer Science, Information Technology, or related field.
Excellent English communication, presentation, and interpersonal skills.
Strong problem-solving skills and ability to think strategically.
Detail-oriented, with the ability to multitask and prioritize effectively.
Experience using Asana, MS Teams, Jira, HubSpot, Helpscout, Zoom is a plus.
Strong customer service skills and a desire to exceed customer expectations.
Comfortable providing training and technical support over the phone and through a ticketing system.
Willingness to participate in customer implementation meetings and to help with sales and marketing efforts.
Experience with implementation, deployment, and support of an EHR systems is a plus
Benefits
- A dynamic and collaborative work environment.
- Opportunities for professional growth and skill development.
- Competitive salary and benefits package.
- The chance to play a key role in revolutionizing the healthcare technology industry.