Customer Success Specialist

The Customer Success Specialist is responsible for driving implementation and onboarding excellence for Clinic and Health system customers. They will project manage pre-install customer activity, ensuring a personalized and seamless end-to-end customer implementation experience. The Specialist will also be involved in customer relationship management, identifying and managing process improvement projects, and tracking customer satisfaction scores. This role requires strong communication and interpersonal skills, as well as experience in customer success, project management, and client relationship management.

• Drive customer implementation plans from post-sale to Tablo console install.
• Onboard, nurture, and manage customer relationships to drive successful customer onboarding.
• Perform project management duties such as defining schedules and resources, outlining meeting agendas, facilitating meetings, and tracking action items.
• Lead and actively participate in both internal and customer-facing meetings and discussions around the implementation process and workflows.
• Create and monitor key milestones throughout the life of the implementation while managing project plans and providing regular project updates.
• Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions, and drive customer engagement.
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
• Have a deep understanding of Outset Tablo product features and corporate programs.
• Perform solution-focused support by identifying and managing process improvement projects intended to drive a better overall customer experience.
• Manage and track customer satisfaction scores (CSAT), Customer Effort (CE), and Customer Health Score in partnership with Customer Success Managers.
• Contribute to maintaining a culture of doing the right things for customers.
• Travel requirements 10-15%.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue, and drive decision making.
• Experience in client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved.
• Collaborative and customer-centric self-starter able to anticipate needs before they arise and solve problems effectively.
• Ability to remain flexible in approach and operate within a fast pace and ever-changing environment.
• Proficiency in Microsoft suite of Office applications.
• 2-5+ years' work experience with Customer Success, new customer implementation, and/or project management with a proven record in retaining and growing client accounts; Medical Device or SaaS background strongly preferred.
• BA/BS or equivalent experience.
• Experience in Customer Relationship Management (CRM) and Project management software e.g., Salesforce.com and Smartsheet/Microsoft Project experience a plus.

• Travel requirements 10-15%
• Executive-level communication and interpersonal skills
• Experience in Client relationship management
• Collaborative and customer-centric self-starter
• Ability to remain flexible in approach and operate within a fast-paced environment
• Proficiency in Microsoft suite of Office applications
• 2-5+ years' work experience with Customer Success, new customer implementation, and/or project management
• BA/BS or equivalent experience
• Experience in Customer Relationship Management (CRM) and Project management software
• Medical Device or SaaS background strongly preferred
• Annual Salary Range: $80000 - $87000

• Medical
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day