Customer Excellence

Summary

Join Nextech, a leader in specialty healthcare technology solutions, and become part of a growing team committed to delivering exceptional customer experiences. We offer competitive pay, a generous bonus structure, and a comprehensive wellness program. As a member of our Support, Customer Excellence, and Consulting Organization, you will resolve complex challenges, enhance customer communication, and deliver expert consulting services. We are seeking passionate individuals who excel at customer advocacy, strategic problem-solving, and cross-functional collaboration. If you're excited about driving customer success and making a tangible impact in healthcare, Nextech is the place to thrive.

Requirements

• Deep understanding of customer needs, challenges, and expectations, particularly in the healthcare SaaS space
• Ability to gather, analyze, and translate customer feedback into actionable improvements that enhance user experience and satisfaction
• Expertise in identifying process inefficiencies and implementing scalable, data-driven solutions
• Ability to balance short-term issue resolution with long-term strategic improvements that drive operational excellence
• Strong knowledge of SaaS platforms, cloud environments, APIs, and data security standards in healthcare
• Familiarity with healthcare compliance regulations (HIPAA, FDA guidelines, and interoperability standards) to ensure compliant customer interactions
• Ability to analyze customer service metrics, SLAs, and KPIs to optimize team performance and customer outcomes
• Proficiency in using analytics tools to identify trends, reduce escalations, and enhance overall service quality
• Strong partnership skills to work with engineering, product management, customer support, sales, and marketing teams, ensuring alignment on customer priorities
• Ability to bridge communication gaps between technical and non-technical teams, facilitating smoother workflows and issue resolution
• Expertise in designing and implementing efficient workflows that enhance service delivery and streamline customer issue resolution
• Experience with Agile methodologies, continuous improvement frameworks, and customer experience best practices
• Ability to craft clear, empathetic, and proactive communication strategies for customer updates, escalations, and service improvements
• Skilled at building trust and credibility with customers through consistent, transparent engagement
• Ability to navigate high-pressure situations and quickly adapt to changes in customer needs, product functionality, or industry regulations
• Resilient problem-solver who thrives in fast-paced environments, ensuring customer concerns are addressed efficiently
• Strong mentorship skills to develop and empower team members, fostering a culture of continuous learning and growth
• Experience in coaching cross-functional teams to drive customer success and operational efficiency
• Ability to advocate for customer needs at all levels of the organization, influencing product decisions and service enhancements
• Skilled at aligning leadership, product teams, and customer support to drive a customer-first mindset throughout the company

Responsibilities

• Deliver exceptional customer experiences by resolving complex challenges with efficiency, empathy, and expertise
• Drive customer success through proactive communication, transparency, and strategic problem-solving
• Collaborate with cross-functional teams to enhance workflows, optimize processes, and improve customer engagement
• Empower healthcare providers with expert consulting, training, and support that allows them to focus on patient care
• Innovate customer excellence by refining support strategies, leveraging data insights, and continuously improving operations

Preferred Qualifications

Fully remote

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• ICREATE Employee Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance option