Offer summary

Qualifications:

Bachelor's degree or equivalent experience in a related field., Minimum of 2 years in a client-facing role, preferably in healthcare or SaaS., Exceptional organizational skills and attention to detail., Effective written and verbal communication skills..

Key responsabilities:

Serve as the first point of contact for client issues and route them to the appropriate internal teams.

Use critical thinking to troubleshoot and resolve client questions in a timely manner.

Train clients on application features and monitor ticket trends to improve client experiences.

Collect client feedback and update knowledge center content to assist with common workflows.

Job description

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: CT, DC, FL, GA, MA, MD, ME, NC, NH, NJ, NY, PA, SC, VA, WV. If your state is not listed, we may not be able to proceed with your application. We have an office in Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

WHAT YOU’LL DO

Serve as the first point of contact and problem solver for client issues, routing them to the correct internal team(s) when needed when questions come through our ticketing system

Use critical thinking and problem solving skills to troubleshoot and resolve client questions

Work with and respond in a timely and professional manner according to our SLA

Coordinate client responses with other members of the Client Support and Success team

Train clients on application features

Monitor and identify trends in ticket volume and themes for client request activity, and recommend opportunities to improve client experiences

Collect and communicate client feedback and share with appropriate team(s)

Identify areas of opportunity to streamline communication and increase standardization to address client concerns or issues

Review and update knowledge center content for our end users to help with common workflows and questions

Identify common themes of tickets and explore ways to improve communication about these issues through training or our knowledge center

WHAT YOU’LL BRING

Bachelor's degree or equivalent years of related experience

Exceptional organizational skills and attention to detail

Effective written and verbal communication skills

Professional demeanor

Reliability—Be reliable, always

Minimum of 2 years of experience in a client-facing role

Ability to multitask and adapt in a fast-paced, diverse and evolving environment

Experience working on healthcare products/working with hospitals

Experience working in a Help Desk/Client Support role for SaaS products

BONUS POINTS IF YOU HAVE

Experience working on healthcare products

Experience with data or analytics products

Experience working on enterprise software products

A blog, article, or any published writing - a huge plus

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!

Competitive compensation package that includes base salary, target bonus, and stock options

401(k) Match

Comprehensive healthcare benefits

Generous Paid Time Off and Parental Leave

Monthly reimbursement for Skill Building

Monthly reimbursement for Wellness, Transportation, and/or Home Office

Education Reimbursement for select courses/programs

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

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