Customer Success and Insights Analyst

Posting Date

Customer Success and Insights Analyst

MedSleuth is seeking a Customer Success and Insights Analyst for our life-saving platform of services provided to the organ donation sector of healthcare. This role sits at the intersection of customer support customer relationship management and product insight. You will own key customer interactions transform support and customer data into actionable product intelligence and build repeatable processes to enhance a small fast-moving team. We are looking for candidates who share our passion for tackling complexity head-on and are eager to help improve the lives of patients and support those who care for them.

As a Customer Success and Insights Analyst you will:

• Manage all aspects of frontline customer response

• Create and maintain accounts

• Ensure adequate communication platforms are active

• Develop and present customer training sessions

• Own support triage escalation paths and response workflows

• Manage strategic customer accounts ensuring proactive communication and risk mitigation

• Identify top drivers of support volume and recommend product and process improvements

• Create and maintain knowledge base content templates and playbooks

• Manage various project portfolios and play an advisory/liaison role between client and technology teams

• Develop a deep understanding of service/business group strategies to support and drive priorities within the portfolio

• Other duties as assigned

Qualifications

• Bachelors Degree in quantitative field (e.g. economics mathematics engineering etc.) or otherwise demonstrate quantitative acumen

• Background or interest in healthcare patient care or health technology

• Strong computer skills and proficiency in MS Excel and PowerPoint required

• Experience in customer facing role

• In addition to PPT and Excel experience in the followingareas is preferred: CRM applications project management applications remote work/collaboration tools (e.g. Salesforce Jira Confluence Google Suite)

• Demonstrated track record of presenting trainings and demonstrations

What Well Provide:

More than just pay our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical dental vision 401(k) match paid time off PTO cash out.

• Support for you and your family: Family resources EAP counseling sessions access Headspace backup child and elder care maternity/paternity leave and more.

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVitas online training platform StarLearning.

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At DaVita we strive to be a community first and a company second. We want all teammates to experience DaVita as a place where I belong. Our goal is to embed belonging into everything we do in our Village so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited hired assigned and promoted without regard to race national origin religion age color sex sexual orientation gender identity disability protected veteran status or any other protected characteristic.

This position will be open for a minimum of three days.

Required Experience:

IC