Coordinator, Customer Success
CHESS Health, located in Rochester, NY, is a healthcare technology company dedicated to delivering evidence-based digital solutions for substance use disorder and mental health conditions. They are seeking a Customer Success Coordinator to support customers throughout the implementation lifecycle and manage multiple projects in a fast-paced environment.
Responsibilities
- Ensure referrals are being attended to
- Outreach to and/or call customer contacts and advise them to process their referrals
- Educate customers on importance of processing referrals in timely manner
- Explain process for sending, receiving, and processing referrals (including refresher training)
- Assist with building/setting up staff and entities
- Create Quick Enrollment Links and submit requests to customize Connections App collateral with QR-Codes
- Attend customer implementation meetings, produce quality recaps, and attend to actions items resulting from meetings
- Utilize Enterprise Analytics tool to produce analytics/reports on various utilization metrics and review with CS team members to identify follow-ups
- Work with Onboarding team to schedule customer onboarding sessions
- Support project management milestones, tasks, subtasks for eIntervention and eRecovery projects, using our implementation methodology
- Work within our ZOHO Project tool to keep customer workplans updated
- Assist CS team members with documenting project decisions, objectives, goals, workflows, pre-go-live checklists, LIVE dates, SFDC updates, etc
- Assist with handling marketing tasks related to CS project implementations (press releases, case studies, webinars)
- Write-up product enhancements, as needed
- Work within our ZOHO Desk tool to handle customer support inquiries
- Other miscellaneous responsibilities as assigned and needed to support the business
Skills
- Excellent organizational and problem-solving skills required; academic and/or professional experience successfully managing group projects is a plus
- Excellent written and verbal communication skills with ability to work collaboratively within a matrix environment
- Creative, innovative, resourceful, self-directed strategic thinker who thrives working in a fast-paced environment, can navigating ambiguity, and maintain a sense of urgency
- Ability to quickly develop a deep understanding and full knowledge of new solutions and technologies
- Proficient with Microsoft Office Applications, including previous academic and/or professional experience
- Bachelor's degree is required
- Some experience in a customer facing role is preferred. Candidates with some experience may be considered for the title: Senior Customer Success Coordinator
Benefits
- Company-paid employee health plan option effective your first day of employment
Company Overview