Customer Success Associate

Customer Success Associate

At Swipe Sense

Date Posted: 10 May, 2021

Location: USA Only, TELECOMMUTE

WHO WE ARE

SwipeSense is a healthcare technology company on a mission to eliminate harm and waste in medicine. Hospitals use our platform to prevent infections, make better use of their equipment, and improve the patient experience. 

We believe in the power of data and partner with hospital teams to provide them with insights to sustain positive behavior change and deliver a predictable patient journey. We value relentless experimentation, a locked-arms attitude, and a shared purpose to improve the future of healthcare. 

Our vision is to be the safety platform for hospitals with a growing number of applications such as hand hygiene compliance improvement, asset tracking, and nursing insights.

 

WHO WE NEED

At SwipeSense, we build products that help save lives. We are looking for a passionate Customer Success Associate who will partner with our Success team to support a world class client experience. We are looking for a team member who is wholly devoted to learning and supporting product adoption and customer experience events.

Customer-centricity is at the heart of your performance. You are driven to learn how to effectively manage enterprise relationships in a SaaS environment with intention and informed by data. You have a continuous improvement mindset and think critically before acting.

You subscribe to and promote a culture of collaboration, where knowledge and skills are shared to facilitate efficient and timely delivery of our customer commitments.

 

PRIMARY ROLE

As the Customer Success Associate, you will resolve inbound inquiries from customers, coordinate with internal teams to address requests and issues, and facilitate various product enablement activities as assigned. You will provide support for process transformation; including, but not limited to product analysis, internal or client-facing documentation creation, and client lifecycle events. In addition, you will support downloading/creating and distributing reports as needed.

 

KEY RESPONSIBILITIES

  • Assisting Customer Success Managers in the day-to-day support of their assigned accounts; increasing speed towards product adoption

  • Provide administrative and technical support such as scheduling, preparing customer reports, communications or presentations

  • Partner with Customer Success Managers to execute on customer deployments.

  • Manage deliverables under challenging technical and timeline requirements.

  • Assist in developing processes and materials for customer onboarding,

    implementation, and training to ensure a seamless and consistent customer

    experience

  • Foster positive working relationships with internal stakeholders

  • Assist client success managers and operations personnel in the coordination and

    completion of projects

  • Analyze critical ROI data and develop methods of feedback and targeted improvement plans to ensure customer desired outcomes are achievable

  • Other duties as assigned

 

 

QUALIFICATIONS

  • Bachelor's degree or equivalent

  • Excellent verbal and written communication skills, highly detail oriented

  • SaaS, IoT, or related tech experience preferred, healthcare experience a plus

  • Ability to manage a demanding workload, competing priorities and tight deadlines

  • Excellent verbal and written communications skills

  • Proficient with excel and presentation software

Please note: position is full-time, remote. Candidates must be a US Citizen, or a foreign citizen with required work visa.

 

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