Customer Success Specialist

at  Home Care Pulse LLC

Activated Insights (formerly HCP), a SaaS leader in the post-acute and long-term care market, is seeking aCustomer Success Specialistto support our growth. Founded in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and impacting millions of patients, clients, and residents.
In 2023, we united leading post-acute and long-term care technology companies to form a single brand, delivering mission-critical applications and analytics for better care. Our Activated Platform offers tools for employee engagement, education, satisfaction surveys, and reputation management. We empower providers to make the most of every interactionfor employees, clients, and beyondthrough better understanding and improved experiences.

Our mission is to support long-term and post-acute providers with mission-critical applications to improve outcomes for all stakeholders in the care continuum. Our vision is to partner with the industry to enable the delivery of exceptional experiences. Our core values are:

• Client-focused: Meeting our customers where they need us.
• Committed: Be present where you are.
• Innovative: Practical in how we help create value.
• Accountable: Make it better through the measurement of our results.

SKILLS NEEDED:

• Exceptional written and verbal communication skills
• Strong understanding of the healthcare ecosystem, benefits market, decision-makers and competitive landscape preferred
• Ability to influence others
• Project management skills
• Creativity and originality

EXPERIENCE AND QUALIFICATIONS:

• High School Diploma (Bachelors Degree preferred)
• 1+ years of professional experience in customer service or account management
• Basic understanding of information technology processes
• High energy, self-motivated, driven, and a positive attitude are a must
• Confident, with strong interpersonal skills and a true team player
• Eagerness to own customer outreach and become a customer advocate
• Able to work in our Rexburg, ID office

WHY IS THIS ROLE SO SPECIAL?

This role is focused on optimizing customer experiences and elevating customer relationships. This role involves working in a high-volume, fast-paced environment. The Customer Success Specialist will help to maintain high levels of satisfaction, engagement, and retention of customers to ensure they experience long-term success with Activated Insights.

WHAT YOULL DO:

• Provide support to a high-volume of SMB accounts to promote high levelsof customer satisfaction and product adoption.
• Proactively leverage customer data to provide clear, informative andrelevant information to drive engagement, satisfaction, and retention
• Maintain a monthly Net Promoter Score/Customer Health Score above the company designated standard and ensure timely follow-up with customers
• Ensure that there is proper documentation completed related to customer engagement activities, consistently follow all documented processes and procedures outlined
• Serve as day-to-day contact for customers in the SMB tier, building trust and rapport while identifying areas of opportunity, highlighting best practices, and minimizing at-risk customers
• Follow the outlined customer journey to ensure an exceptional customer experience
• Responsible for proactively engaging with customers at expected points during the customer journey
• Responsible for providing ongoing product training to customers
• Responsible for hosting monthly customer workshops (webinars) that drive continued value for Activated Insightscustomers
• Provide expert customer insight to product teams on enhancement opportunities for user experience, product features, and customer engagement processes
• Work collaboratively with a team of Customer Success Specialistssupporting the SMB tier to ensure workflows are aligned to provide the best customer experience to all customers
• Consistently follow through to continue to build rapport and trust with customers by maintaining a polite, helpful, and professional manner at all times
• Display a strong commitment to the success of Activated Insightscustomers, going above and beyond to deliver top-notch service at every touchpoint
• Become a subject matter expert in understanding all company products
• Liaise with colleagues or managers to find the best solutions to customers issues
• Manage cancelations for all SMB accounts, from start to finish of the process