Customer Success Advocate

Role Description

Simple Interact is looking for a Customer Success Advocate who can support and guide our customers throughout their lifecycle (setup, training, go-live, phased roll out, ServiceDesk tickets, periodic business reports) while ensuring a high-quality relationship with clients by providing insightful solutions and exceptional customer service.

About Simple Interact

Simple Interact is a Business-to-Business (B2B) Software-as-a- Service (SaaS) healthcare technology company that serves medical groups and hospitals. Our Front Office Automation platform speeds up the patient workflow while reducing staffing needs. Our services include HIPAA Compliant Forms, Patient Engagement, Contactless Healthcare, Patient Feedback and Online Reviews, and Scheduling Task Automation. Our motto: More Patients. Less Paperwork.

What you will get by working with us:

• 100% work from home
• Experience managing customer relationships
• Opportunity to apply healthcare experience in the technology space
• Direct access to Simple Interact leadership

What we are looking for in a person before they start working with us:

• Eagerness to put customers first and to empathize with their needs
• Ability to professionally communicate with customers over email and phone
• Excellent project management skills and attention to detail
• Availability and ability to answer phone calls, understand customer’s needs, and conduct research to get accurate information to the customer
• Eagerness to learn how the Simple Interact platform works and ability to communicate that simply and accurately to customers
• Solid understanding of the ambulatory healthcare space. This is typically gained through a role as a practice manager or front-office coordinator
• Ability to manage customer expectations in a professional manner

What we would like to see within the first month:

• Developed a thorough understanding of Simple Interacts product and services
• Is consistently able to research, understand, and communicate findings regarding customer support requests
• Demonstrates ability to identify “knowns” and “unknowns” in their own knowledge and actively engages with other team members to get accurate information
• Can be relied upon for tasks such as creating new users, adding/updating locations, and configuring lists of appointment types which should receive certain emails or texts
• Has a clear understanding of where to find help docs, training docs, business reports, customer contact lists, JIRA tickets, Zoho ServiceDesk tickets, knowledge base articles, and FAQs

What we would like to see within 4 months:

• Has taken ownership of at least ⅓ of Simple Interacts customer support needs
• Is able to proactively identify ways to improve customers usage of Simple Interact
• Is consistently communicating accurate information to customers regarding system functionality and issue resolution
• Shows consistent ability to coordinate with product team to answer advanced technical questions/problems
• Shows the drive to continuously improve our processes by (a) researching and maximizing the capabilities of the tools available (b) fine-tuning our methods where needed

How to apply

Send resume and cover letter to careers@simpleinteract.com. Introduce yourself and tell us about how you will be a good fit for this job!