Client Success Specialist
Offer summary
Qualifications:
Bachelor’s degree required, 7+ years’ experience in client success or technical support, preferably with international clients, Background in SaaS or Healthcare Technology is strongly preferred, Advanced communication and problem-solving skills with a customer-first mindset..Key responsibilities:
- Manage the lifecycle of support cases related to configuration requests and ensure timely resolution
- Develop workflows and provide strategic guidance on product integration
- Proactively identify and address risks and opportunities by analyzing product usage trends
- Collaborate cross-functionally with various teams to address customer issues and optimize client configurations.
Job description
Job Description:
We’re seeking an analytical, insightful, and proactive Client Success Specialist that will join our mission to make care easier everyday with partnering with healthcare providers to better engage and understand patients.
As our Client Success Specialist, you’ll foster relationships with our clients, drive product configuration, adoption and analyze software utilization. You’ll also discover opportunities for upsell and champion renewal rates.
Join our efforts in ensuring in optimizing solutions to support our healthcare providers and working towards improving the healthcare experience for all.
What You'll Do:
- Manage the lifecycle of support cases related to configuration, requests, ensuring timely resolution with expectational quality control, oversee and providing consistent stakeholder communication
- Develop workflows and provide strategic guidance on product integration along with best practices for implementation
- Proactively identify and address risks and opportunities by analysing product usage trends and KPIs, and provide data-driven recommendations
- Document client interactions and tasks in the CRM to ensure alignment with success playbooks and improve retention
- Collaborate cross-functionally with, Support, Product Management, Client Services and Sales to address customer issues
- Optimize client configurations, including scoping, testing, and implementing product changes
What You'll Bring:
- Bachelor’s degree required & Background in SaaS or Healthcare Technology is strongly preferred
- 7+ years’ experience in client success, technical support or configuration - preferably with international clients (United States experience is ideal)
- Advance communication skills, including presentation, facilitation, and client-facing conversations
- Adept problem-solving skills with a proactive approach to anticipating client challenges
- Collaborative, self-motivated team player with high energy and a customer-first mindset
- Able to thrive in a fast-paced, dynamic environment with strong prioritization and time management skills
Shift timing:
IST 03:30 PM – 12:30 AM /4:30 PM - 1:30 AM
IST 05:30 PM – 02:30 AM/ IST 06:30 PM – 03:30 AM
Weekly Rejuvenation Breaks - Saturday & Sunday
Shift expectations. In order to better collaborate with the North American team and provide a superior customer experience to our US-based clients, all India-based employees work night shift schedules.
All new employees start on the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift (during standard time) for a minimum of six months.
We have a second night shift from 3:30pm IST to 12:30am IST (during daylight savings time) / 4:30pm IST to 1:30am IST (during standard time).
Important: requests to move to the second night shift (see above for times) will be considered only after an employee has been in the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift for at least six months and are based on current business needs.
Please note, being fully available during working hours is a non-negotiable expectation for all employees.
Who We Are:
At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.
Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!
Who We Are:
At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.
Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!
Required profile
Experience
Other Skills
- Problem Solving
- Prioritization
- Time Management
- Collaboration
- Communication
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