Customer Success Specialist

Job Title: Customer Success Specialist

Position Type: Contract, Full-Time, Remote
Working Hours: CST

About Pavago
Pavago is seeking an experienced Customer Success Specialist for our client in the medical sales industry. In this role, you will play a crucial part in ensuring client success by delivering exceptional guidance and support throughout their journey with our products and services. Your responsibilities will include managing customer onboarding, conducting product demos, and diligently tracking customer usage and satisfaction metrics. The ideal candidate will have a deep understanding of medical sales dynamics and demonstrate a proactive approach to addressing customer needs and building lasting relationships.

Responsibilities

• Onboarding and Demos: Assist with conducting product demonstrations, working closely with the sales team to highlight the features and benefits of our medical sales solutions to potential clients. Participate in onboarding sessions for new customers, guiding them through the setup process and addressing any questions or concerns they may have.
• Customer Engagement and Satisfaction: Follow up with customers to track their usage of the product, gather feedback, and assess satisfaction levels. Initiate renewal conversations with clients approaching the end of their subscription period, aiming to secure renewals and foster long-term relationships.
• Billing and Metrics: Maintain accurate records of billing data, ensuring invoices are processed correctly and promptly. Track metrics related to customer usage, satisfaction, and retention, and generate monthly revenue reports for analysis and decision-making.

What Makes You a Perfect Candidate:

• People-Oriented and Problem-Solving Skills: Enjoys working with people and assisting them in resolving issues. Fluent in English at a native American English level, ensuring effective communication with customers.
• Proficiency in Excel and Spreadsheets: Possesses advanced skills in Excel and spreadsheets for efficient data management and report generation.
• Patient and Friendly: Demonstrates patience and friendliness, fostering positive interactions and relationships with customers.

Requirements and Skills:

• Industry Background: A solid background in customer success and engagement within the medical sales industry, adept at navigating industry complexities and prioritizing customer satisfaction.
• Key Competencies: Proficiency in English ensures effective communication, while advanced Excel skills facilitate accurate billing and insightful reporting.
• Technical Proficiency: Ability to build strong customer relationships, leveraging software tools like Zoom, Slack, and CRM platforms to enhance support experiences and drive engagement.

What Does a Typical Day Look Like?

A typical day for the Customer Success Specialist starts with checking customer usage and satisfaction metrics, then addressing any issues or follow-ups needed. The day includes collaborating with the sales team to conduct product demos and assisting newly closed customers with onboarding to our medical sales products. Finally, updating billing data and generating monthly revenue reports to track performance and inform decision-making rounds out the day.

Interview Process:

1. Initial Phone Call: Engage in a brief conversation to understand your experience and suitability for the role.
2. Video Interview: Delve deeper into your professional background and assess your skills in a 30-minute call.
3. Practical Assessment: Showcase your abilities through practical tasks relevant to the role.
4. Final Interview: Have a comprehensive discussion with our client to ensure mutual alignment.
5. Background Checks: Conduct swift verification of your references and past employment details.

Ready to Apply?

If you’re passionate about fostering meaningful customer relationships and providing personalized support, we welcome you to apply for the Customer Success Specialist position. In this vital role, you’ll be central to nurturing client satisfaction and loyalty by addressing their needs with diligence and empathy. Utilize your outstanding communication skills and strategic mindset to actively engage with customers, ensuring their success and contributing to excellence in customer satisfaction.