Customer Success Specialist
About The Position
Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today. Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients. When clinicians can focus on care, healthcare becomes more accessible, more human, and more sustainable. Tali is transforming the industry, serving thousands of clinicians across Canada and the US, accelerating millions of patient encounters annually, saving clinicians more than 10 hours a week. As Customer Success Specialist, you aren't just solving problems, you are the architect of the customer’s first 90 days. You will be responsible for turning new sign-ups into power users by confidently communicating our value proposition and ensuring every touchpoint is seamless, empathetic, and high-impact.
Requirements
- Deep experience in customer workflows, user onboarding, knowledge base development, and owning the resolution of customer needs and ensuring they have a great experience.
- Take the lead on problem solving for customers - you love helping users figure out how to use technology effectively.
- Easily put yourself in the user’s shoes to help them understand how to fit our technology into their work day.
- Previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment.
- Able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue.
- Excellent verbal and written communication skills in English and French.
- Self-organizing, self-driving, and reliable.
Nice To Haves
- At ease with data and analytics
- Adaptable to rapid growth and change
- Knowledge of the healthcare industry, EHR/EMRs, and AI assistants
- Bilingual in English and French
Responsibilities
- Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible.
- Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience.
- Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time.
- Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns.
- Provide insights from customer interactions to contribute to the improvement of products and services.
Benefits
- Remote and hybrid work options & flexible work hours
- Comprehensive health and wellness coverage from day one
- Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
- $2000 annually in "Knowledge Dollars" to learn, grow, and level up
- Quarterly socials & company outings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
