Enterprise Support Specialist

👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

The Enterprise Support Specialist is a strong individual contributor in Nordhealth's Customer Support team, dedicated to our Enterprise customers using Provet veterinary practice management software. The Enterprise Support Specialist is the go-to support contact for large, often multi-site clinic groups, resolving complex cases, including finance-related questions such as invoicing, payments and accounting, and configuring the system to customer needs within the capabilities of the product. To the extent that the need arises, and time allows, the Support Specialist participates in the execution of the company's other tasks within sales, marketing, implementation and product development! 🚀

6-month contract, U.K working hours

Your key responsibilities include:

• Act as the main support contact for Enterprise customers, often multi-site clinic groups, providing efficient, high-quality support that meets agreed targets and service levels and achieves a high level of customer satisfaction.

• Build strong relationships with key stakeholders at Enterprise customers, and own escalations and complex cases through to resolution.

• Support customers with finance-related questions and setups in Provet, such as invoicing, payments, VAT/tax settings, financial reporting and accounting integrations.

• Work independently and as part of the team to build best practices that develop the support work.

• Collaborate cross-functionally with Sales, Marketing, Implementation and Product Development teams to deliver the best and most efficient service for customers.

• Annual OKRs will be set at the individual level to contribute to the OKRs of the Business Unit, Team and Company.
  

Knowledge, experience and capabilities

• The Enterprise Support Specialist has a proven track record of maintaining a high level of customer satisfaction, measured by Customer Satisfaction surveys.

• Work efficiently towards meeting the set quantitative targets for support.

• Close co-operation with the team and with other stakeholders is required. Independence in connecting with relevant parties and good collaboration skills are required in this role.

• The main challenge of this role is to reach individual targets based on the set support Objectives and Key Results.
  

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, would be amazing if you have:

• A background in finance, accounting or payments, through education or work experience is preferred.

• Experience supporting Enterprise or key account customers in a B2B software (SaaS) environment. Experience in healthcare or veterinary software is a plus.

• Ability to manage multiple customers and priorities at the same time.

• Fluent spoken and written English (required).

• Prior experience of working in an international company.
  

What’s in it for you?

At Nordhealth, we do things a little bit differently. Stuff like complex and old fashioned hierarchy, are unheard of. Instead, we value self-sufficiency, autonomous teams which, we believe, are the best way to bring out the best version of us. We champion open working and believe in flexible days, freedom of space, and dedicating time to allow you to learn and create In addition, we offer:

• the chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare

• Endless learning and professional growth opportunities

• the tools you need, and enjoy using

• Amazing company events and great colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact , this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.