Customer Success Manager

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical documents quickly using AI (Artificial Intelligence). Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly. 

About the role:  

This role is idea for someone who has experience working with customers in the insurance, medical, or legal industries and is passionate about how AI and Technology can disrupt these spaces. You will own a portfolio of our small to medium-sized business customers and will be responsible for ensuring their success on the Wisedocs platform. You will work directly with new customers to successfully on-board and grow current customers' volume by understanding their business, technical requirements, while also partnering closely with our internal stakeholders. 

If Toronto based = The position is a hybrid model with primarily remote work, while requiring on-site presence at least twice a month in Downtown Toronto.

If US based = The position is remote model with quarterly Toronto office visits.

Responsibilities: 

• Onboarding and Ongoing Customer Training: As a trusted expert to our customers, you will educate customers, gather and execute workflow requirements to solve technical problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that journey. 
• Account Management: You will consistently be in contact with customers throughout the lifecycle to ensure any concerns are addressed, and you understand any changes in their business / industry. In addition, you will support Wisedoc’s growth by focusing on our land and expand strategy and seeking upsell/cross sell opportunities for additional products and services that meet the customer’s needs. 
• Data Analysis: This role requires analyzing customer data to identify trends and opportunities for improvement, and to provide insights to customers on how they can optimize their use of Wisedocs products and services. You will be accountable to setting and achieving onboarding customers' goals and ensuring maximum usage for our tenured customers. 
• Cross-functional Collaboration: You will be the voice of the customer internally, collaborating cross-functionally with Product Development, Sales, and Quality Assurance to ensure your customers receive the best possible experience. 
• Customer Retention: This role requires identifying and communicating Customer’s health, addressing potential customer expansions, implementing strategies to retain customers and build long-term relationships. 

Qualifications: 

• 2-3 years of Insurance (or a related industry) experience that is customer facing / B2B role 
• Relevant education (i.e. Health Sciences, Medical Terminology, Disability Management, Paralegal etc) a strong asset  
• Experience with Hubspot/CRM and ticketing systems like Jira
• Working knowledge of medical documentation and terminology 
• Prior experience in managing a diverse client group portfolio, with outstanding customer service results a strong asset 
• Must be able and willing to travel within the US and Canada  
• Team player and can also thrive in self-managed and independent environments. 
• You recognize gaps in process or detail and show initiative to suggest solutions. 
• Exceptional organizational, presentation, and communication skills 
• You have technical prowess, love to play with technologies and can quickly grasp technical concepts, making them easily understandable to a variety of end users. 
• You are gritty, agile and can work in a fast-paced environment 

What we offer

• A hybrid model with primarily remote work, while requiring on-site presence at least twice a month.
• Modern employee benefits, including health and dental coverage
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
• Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up for your career if you decide to come and work with us.

Join our team and be part of a company committed to making a positive impact on the InsurTech and HealthTech industries.

*Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.