Customer Success Operations Specialist

ESO • Halifax, NS

4d

About The Position

As a member of the Customer Success Operations team, you will help support the customer experience, engaging with customers throughout their life cycle both proactively and in response to customer needs. You will be responsible for working with a team who provide an exceptional experience to customers using our healthcare software applications. This is very much a hands-on role where you will be engaging with customers directly through a variety of life cycle points and driving customer growth and adoption. The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support, training questions, contracts questions, customer problems, and/or product concerns.

Requirements

• 3+ years of Customer Success or Customer Support with proven Operations or Technical expertise.
• Good communication (C1), emotional intelligence, and empathy skills.
• Experience with escalated customers.
• Demonstrated experience with the Microsoft Windows platform, desktops, and servers.
• Troubleshooting experience (PC hardware/software, browsers, etc.).
• Experience communicating and reporting operational data to internal teams and leadership.

Nice To Haves

• Healthcare industry experience is preferred.
• Professional certifications are a plus.
• Proficient in Salesforce and Excel.

Responsibilities

• Proactively work with customers to drive product adoption and upgrades.
• Work with our Contracts team to guide customers through the renewal process, subscription changes and contract changes.
• Be a point of contact for escalated customers and help guide them through training and support processes to address their concerns.
• Work with customers who are off boarding to retain the business we can and to ensure a smooth transition.
• Deliver timely, accurate, and highly impactful resolutions to customers.
• Assist with customer-facing projects as they are available.

Benefits

• We are looking for passionate, innovative, and authentic people to help drive our mission.
• All offers are contingent upon a successful background check.
• ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.
• Applicant Privacy Notice – please click here to review the privacy policy which details how your data is collected, used and protected.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed