Customer Success Manager
CertifyOS
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Delhi, India · Mumbai, Maharashtra, India · Bengaluru, Karnataka, India · Chennai, Tamil Nadu, India · Hyderabad, Telangana, India
Posted on Aug 29, 2024
About Certify:
We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reduce administrative and regulatory burden on healthcare organizations.
Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data, and making that data easily accessible and actionable for the entire healthcare ecosystem.
We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.
At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining Healthcare data infrastructure.
About the role:
As the Customer Success, you will be responsible for building out all of Certify’s customer success workflows and processes, and will be responsible for building out the Customer Success organization as we scale. This includes setting the vision for the team and identifying the key roles to be hired. This role will be crucial to both supporting our ongoing operations and to managing our client relationships. This is a fully remote position and will initially report to the VP of Business Development.
What You'll Do
- Client Relationship Management: Maintain and grow enterprise level relationships with existing customers by understanding their business needs and helping them achieve their goals with our products or services.
- Client Support: This position is the primary point of contact for customer inquiries, providing timely and effective solutions to any issues or concerns customers may have.
- Product Expertise: Develop a deep understanding of our products/services to communicate their benefits and functionalities to customers effectively.
- Client Retention: Implement strategies to reduce churn and improve client retention rates. Proactively identify at-risk clients and work to resolve issues before they lead to churn.
- Feedback Loop: Collect and analyze client feedback to improve product development and client experience. Work closely with the product and development teams to ensure customer needs are being met.
- Training and Resources: Create and deliver training sessions, webinars, and other educational resources to help client maximize their product use.
- Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, renewal rates, net promoter scores (NPS), turnaround times, SLA’s and more. Prepare and present reports to management.
- Cross-functional collaboration: Work with sales, operations, implementation, product development, and support teams to ensure a seamless client experience and effective problem resolution.
Benefits of Working at Certify
- Unlimited PTO policy with a mandatory minimum of two weeks off
- No meeting Thursdays so you can stay heads down to get work done
Equal opportunity employer:
Certify is an equal opportunity employer that is committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.
Reasonable accommodation:
Certify applicants are considered solely based on their qualifications, without regard to applicant's disability or need for accommodation. Any Certify applicant who requires reasonable accommodations during the application process should contact the recruiting team (recruiting@certifyos.com) to make the need for an accommodation known.
Pay transparency policy:
Certify ensures that you won't be discharged or discriminated against based on whether you've inquired about, discussed, or disclosed your pay.
This job is no longer accepting applications
See open jobs at CertifyOS .See open jobs similar to "Customer Success Manager" General Catalyst.