Customer Success Specialist

• Support and participate in all functions of supporting the client s unique program including but not limited to: proactive communication identifying issues resolving issues and reporting.
  
• Demonstrate an ability to multitask and problemsolve.
  
• Complete tasks with attention to detail while exhibiting a sense of urgency and effective communication to keep clients apprised of all necessary updates.
  
• Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as Service Level Agreements (SLAs).
  
• Enters accurate and detailed updates in our support systems like Zoho Desk Zoho Phones and Health as needed. Ensure data entry and integrity.
  
• Partners with OpenLoop teams like Clinical and NonClinical Patient Support and Customer Success.
  
• Gather complex needs and align them with the proper internal resources needed to power our partners care delivery systems.
  
• Continuously improving existing processes to evolve our product and offerings.
  
• Identifying gaps and training clinicians on various requirements needed to run our services.
  
• Highly organized selfstarting problemsolver with strong followthrough skills.
  
• Ensure that current technical workflows continue to be effective and identify and escalate issues when things are not working effectively.
  
• Demonstrate strong written and verbal communication skills.
  
• Strong phone skills and the ability to multitask and look up all the relevant and necessary information access the situation understand the next steps and communicate appropriately to patients while on the phone.
  
• Provide exemplary customer service focusing on execution of problemsolving any client/patient issues that arise.
  
• Ensuring all appointments/visits are completed to customer satisfaction. The expectation is that this is done in a timely manner and with a lot of attention to detail including ensuring scheduled appointments are made in the correct time zones.
  
• Acting as a proxy for the Customer Success and Implementation Manager on various meetings and workflows such as legal customer success and communications
  
• Improving team efficiency by creating optimum processes with technology and people.
  

Requirements

• 1 years of experience working on projects in a startup or healthcare environment required
  
• English Proficiency: C1 or higher
  
• Proven capacity to learn new technologies for maximum project success
  
• Ability to construct effective emails giving clients and internal stakeholders all necessary background and project updates
  
• Ability to thrive in a rapidly changing highenergy highexpectations environment
  
• Excellent written and spoken communication
  
• An energetic mature positive attitude that works well independently and with a team.
  
• Proven track record of taking initiative.
  
• Ability to manage multiple projects and tasks while staying organized and efficient
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work following US hours
  
• Must be amenable to reporting to our Makati office as required
  

Benefits