Customer success specialist (saas - medical billing)The Global Sourcing Group

Job Description:
 
We are looking for a proactive Customer Success Specialist to manage and optimize the experience for our Clients: Business Office Managers, Regional Managers, and key users using our Healthcare SAAS platform. This role focuses on transparency, feature usage, and strategic outreach to enhance user engagement and satisfaction. 
 
Key Responsibilities: 
Client Activity Monitoring: Track user activity, communication, and training progress to identify improvement areas and ensure engagement. 
Task Management: Create and manage tasks in our portal, analyze user activity, and document insights. 
Strategic Outreach: Use data to determine outreach strategies, engaging users via phone or email to boost feature usage and address issues. 
Training and Feature Analysis: Monitor training sessions, track feature usage, and report on incorrect usage or permissions. 
KPI Tracking: Streamline call activities and track progress against KPIs for effective milestone resolution. 
Goal Management: Access and manage facility goals, ensuring consistent communication with management and tracking progress. 
Scheduling and Outreach: Schedule and conduct calls, learn platform features, and provide first-level support. Engage users through phone or email to address issues and improve feature usage.   
Qualifications: 
Experience in customer success, preferably with SaaS platforms. 
Strong analytical skills and ability to use data for strategic outreach. 
Excellent English communication skills, both written and verbal. 
Familiarity with customer success tools. 
This role provides an opportunity to drive customer success, improve user engagement, and contribute to our SaaS platform's growth.