Customer Success Account Specialist

POSITION SUMMARY

As a Customer Success Account Specialist you will work closely with the MedPro Customer Success and Sales Teams and manage assigned MedProID customer duties, serving as the first line of contact, post-sales. Proficient in the MedProID suite of products, you will provide input on system enhancements and test new functionality, in addition to understanding and working with diverse customer requirements and processes. You will work closely with internal teams to resolve customer issues and participate in specific customer-facing initiatives, such as pre-sales demos and product training. Additionally, you will be responsible for managing daily tasks and responding to customer requests/inquiries over the phone, via e-mail, or in person and provide solutions to concerns.

BENEFITS

• Current benefit programs offered by MedPro include medical, dental, vision, health savings account, paid parental leave, disability and life insurance, legal, critical illness and accident insurance, 401(k) plan, profit sharing, generous PTO, 11 paid holidays, opportunities for professional development & growth and company sponsored events.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support Customer Success Managers in delivering services to MedPro’s customers.
• Execute the setup and configuration of new customers and new services for existing customers with guidance from Customer Success Managers.
• Perform matching and data remediation on submitted customer files.
• Report data trends visible through the course of reviewing customer files or inquiries.
• Participate in customer meetings as required to provide support or gather information to setup products and services.
• Assist in documenting customer business processes and standard operating procedures.
• Gain and maintain proficiency with the MedPro tools that support customers and complete defined activities.
• Willingness to support team members with high priority tasks, balanced against individual responsibilities.
• Gain an understanding of the importance of the task and the desired result.
• Proactively communicate potential or known exceptions to agreed upon support and service activities.
• Escalate customer questions and issues to the appropriate internal teams to reach a resolution and communicate results to the customer.
• Provide support and training as required to address specific customer support.
• Work to meet expected deadlines and effectively communicate potential changes to schedules and agreed upon commitments.
• Perform off-hours testing support for regular releases approximately once per quarter.

Requirements

EDUCATION/CERTIFICATION

• Associate’s or Bachelor’s degree in any discipline; preferably with business, communications or analytic coursework.

JOB QUALIFICATONS

• High computer literacy and ability to learn new software.
• Organization, prioritization, and time management skills
• Ability to meet deadlines and handle multiple projects
• Active listening and effective communication skills (verbal and written)
• Detail oriented
• Analytical and problem-solving skills
• Customer service and relationship management skills
• Ability to work both independently and as part of a team
• Knowledge of Life Science and Pharmaceutical Industry
• Possess emotional intelligence to empathize with the customer, understand who the customer is, how they think, and translate that into customer requirements.

YEARS’ EXPERIENCE

• Minimum of 3 years of post-collegiate job experience.

TECHNOLOGY/SOFTWARE KNOWLEDGE

• MS Office (Outlook, Word, Excel)

REQUIRED TRAVEL

• 10%

PHYSICAL REQUIREMENTS

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• The individual is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer screen and extensive reading. The individual in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The individual must be able to remain in a stationary position 70% of the time.