Customer Success Specialist

Department: Account Management

Reports to: Customer Success Manager 

Position Type: Full-Time (40 hours/week)

Location: Within assigned territory 

FLSA Status: Exempt

Travel Required: As Needed

Assigned Territory: CT, MA, NJ, NY, PA

About PrecisionCare 

PrecisionCare (a portfolio company of Exa Capital, Inc.) provides a user-friendly, web-based Electronic Health Records (EHR) SaaS platform built exclusively for Human Service providers. Our software makes case management simpler and more efficient, while helping providers stay compliant with state and federal regulations. 

Brief Summary 

The Customer Success Specialist’s primary responsibility is to develop strong relationships with customers within their assigned territory, and help these customers use PrecisionCare Software applications effectively. Your primary focus is on developing and implementing strategies to retain and nurture existing customers. Your role is to ensure customers are satisfied with their relationship with PrecisionCare while being the liaison between other departments and customers. You will drive successful software implementations, provide ongoing support, and identify opportunities for growth. Your role is crucial in maintaining strong customer relationships, reducing customer attrition, and maximizing customer lifetime value.

Essential Functions

· Develop strong meaningful relationships with users, managers, and executives of customers.

· Understand customer’s goals, expectations, and reasoning behind using PrecisionCare software.

· Effectively communicate and demonstrate the value PrecisionCare brings to users and customers.

· Responsible for managing tailored customer retention strategies.

· Ensure customer satisfaction.

· Develop a deep understanding of PrecisionCare Software, its mission, vision, and goals.

· Be a liaison and point of contact between PrecisionCare Software and its customers.

· Help users use PrecisionCare Software effectively and efficiently.

· Help expand and increase customer usage of the software.

· Create and customize implementation plans for customer adaptation of PrecisionCare Software applications.

· Travel to customer locations, participate in trade shows, conferences, and sales and networking opportunities.

· Execute implementation plans successfully and completely.

· Maintain and analyze health checks of each customer to ensure customers are using the system efficiently and effectively.

· Provide opportunities for users to be trained in using PrecisionCare Software applications.

· Analyze a customer’s needs and evolve their usage of PrecisionCare Software to fit these needs.

· Coordinate and communicate effectively between the Customer Support and the Software Development teams.

· Test and understand new features and functions of PrecisionCare Software applications.

· Provide a means of notifying and training customers on pending updates and changes.  

· Conduct regular customer reviews and usage statistics to understand their ongoing needs and identify potential problems and plan for expansion.

· Contribute to software design and development with in-depth knowledge of user needs and experience tempered with regulatory restrictions and requirements.

· Serve as an escalation point for customer inquiries, concerns, and escalations.

· Educate customers on new features, updates, and best practices.

· Manage customer projects, ensuring timelines and deliverables are met.

· Advocate for customers, communicating their needs to PrecisionCare teams.

· Work closely with sales and marketing teams to identify value and sale of professional services.

· Identify features and add-on services to increase customer billing.

· Perform other duties as assigned by supervisors.

Knowledge and Skills

· Excellent organizational and time-management skills with high attention to detail.

· Strong written and verbal communication skills.

· Self-motivated, resourceful, and able to work independently and as a team.

· Ability to multitask between various Account Manager tasks and duties.

· Must be able to prioritize and manage multiple tasks and deadlines.

Education and Qualifications 

Required

· 3+ years of experience in the human services or related field.

· 1+ years of experience as an Customer Success Specialist or related field.

· 1+ years of experience using an Electronic Health Record application or similar system.

· Bachelor’s degree in the human services or a related field.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Work Environment 

Remote with occasional travel requirements as needed and determined by customer and/or market necessity. Required to have a dedicated work area that provides information privacy.

Compensation

Up to $60,000 annually