Customer Success Associate

Repisodic, a Trella Health solution•Philadelphia, PA

7h•Hybrid

About The Position

Repisodic is the leading provider of discharge automation software for U.S. health systems. Our EHR-integrated platform streamlines discharges from hospitals and health systems, driving better patient outcomes and higher operational efficiency. By replacing legacy referral systems with modern, scalable software, we empower care teams to focus on patients — not paperwork. We are a fast-growing, mission-driven company working at the intersection of healthcare, technology, and patient advocacy. Repisodic recently merged with Trella Health with the combined goals to transform care transitions and advance patient-centered outcomes. We are looking for a Customer Success Associate to join Repisodic's Operations & Customer Success team to onboard post-acute care facilities and educate them on the Repisodic platform. As the Customer Success Associate, you'll play a critical role in ensuring our users have an amazing experience when using our digital health products and services. You will be the first point of contact for our customers, providing them with assistance, resolving inquiries, and delivering exceptional support. This position offers team members a channel to learning Repisodic, providing opportunities for future growth and expansion.

Requirements

Minimum of 2 years of experience in a customer support or client service representative role.
Solid communication skills by phone and email with professional active listening capabilities.
Track record of not just reaching, but exceeding quota requirements.
Experience with customer relationship management (CRM) systems and practices like Salesforce, Zendesk and Asana for documentation.
Customer oriented with the ability to adapt/respond to different types of customers, personalities, and circumstances.
Ability to multi-task, prioritize, and manage time effectively.
A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
BA/BS degree or equivalent work experience.

Responsibilities

Execute daily outbound communication (phone and email) to post-acute organizations to proactively verify and update customer information in support of new implementations and ongoing customer initiatives.
Drive team and individual performance by consistently meeting or exceeding daily outbound communication quotas, as well as core Customer Success team metrics (e.g. data quality, implementation timelines, etc.).
Ensure data integrity and accuracy for assigned geographic region by meticulously reviewing, verifying and working with the post-acute care organizations to update their data.
Assist with the resolution of customer support tickets in a timely and professional manner - via email and phone.
Maintain meticulous and comprehensive records of all customer interactions, account processes and document filing within the CRM system to ensure an accurate historical account.
Adhere to all internal communication procedures, guidelines and compliance policies to maintain consistency and professionalism across all customer touchpoints.
Manage escalated customer complaints with professionalism, providing clear solutions and timely follow-up to ensure definitive resolution and restoration of customer trust.
Actively contribute to a high performance, team-oriented culture and participate in continuous process improvement efforts to help build a best-in-class Customer Success operation.