Customer Success and Insights Analyst

DaVita • Oakland, CA

7d • $76,000 - $105,000

About The Position

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

Requirements

• Bachelor’s 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

Nice To Haves

• In addition to PPT and Excel, experience in the following areas 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

Responsibilities

• 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

Benefits

• 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 DaVita’s online training platform StarLearning.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level