Customer Success Coordinator

Summary

Join SafelyYou, a rapidly scaling AI company focused on improving senior care, as a remote Customer Success Coordinator. You will play a vital role in optimizing internal processes and customer support, ensuring smooth operations and a positive customer experience. This position requires strong organizational and communication skills, experience in a healthcare setting, and the ability to work cross-functionally. You will be responsible for tasks such as training, data management, and troubleshooting. SafelyYou offers a competitive compensation package, including benefits like fully paid medical insurance, 401k, unlimited PTO, and a remote work environment.

Requirements

• Bachelor’s degree
• Minimum of 3-5 years experience with administrative support and project management or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment
• A high level of accuracy and attention to detail
• Ability to multitask across platforms and departments handling fast moving communication and precision follow up
• Calm and professional demeanor when under high pressure and multiple competing deadlines
• Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes
• Proactively anticipate and address issues before they arise
• Strong organizational skills with the ability to deliver on multiple projects at a time
• Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills
• Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account
• Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom
• Excellent interpersonal skills, building and maintaining relationships
• Technology savvy with expertise using G Suite, Office 360, Zoom, Salesforce, Slack and other online platforms
• Willingness to travel up to 10% of the time

Responsibilities

• Professionally represent SY to the healthcare industry and other business partners
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met
• Assist in tracking and reporting on Objectives and Key Results (OKRs), ensuring alignment with organizational goals and timely completion of key initiatives
• Perform regular quality assurance checks on CRM platform to ensure data accuracy and completeness
• Oversee quarterly reviews and updates of customer contacts, ensuring all information is current and reflective of any changes
• Maintain engagement with the customer, ensuring consistent follow-up on updates, queries, and concerns
• Support submission of support cases for troubleshooting, escalation, and resolution, ensuring prompt follow-up on all outstanding issues
• Organize and facilitate one-on-one zoom trainings with community members to enhance knowledge sharing and engagement of our SafelyYou platform
• Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as support for communication of customer suggestions, systems issues and future product growth
• Regularly update and maintain both internal and customer-facing resources in the Customer Success Library, ensuring they are accurate, relevant, and accessible
• Collaborate with relevant teams to review and revise Standard Operating Procedures (SOPs) annually, ensuring they reflect best practices and current business needs
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met as well as meeting organization goals, and budgets
• Coordinate new hire onboarding, shadowing, and tracking of onboarding guide completion
• Support the customer success team and leadership with other duties as assigned

Preferred Qualifications

• Prior experience in customer success or operations is a plus
• Passionate about SafelyYou’s mission and our technology
• Experience with travel coordination and logistics is a plus

Benefits

• A mission-driven company culture
• Fully remote
• Stock Options
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
• 401K Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave