Customer Success Support Associate

Summary

Join OnusOne at Prompt, a fast-growing healthcare technology company, as a Customer Success Support Associate. This role offers an unparalleled opportunity to significantly impact the healthcare industry by supporting the growth of our innovative compensation modeling software. You will collaborate closely with various teams, providing operational support for client success projects and processes. This involves both internal tasks and occasional client-facing interactions, requiring strong organizational and communication skills. The ideal candidate is highly organized, a strong communicator, and motivated by completing projects accurately. This position requires a background in computer science or data science and experience in B2B SaaS implementation. OnusOne offers a competitive salary, remote/hybrid work, flexible PTO, and various other benefits.

Requirements

• Background and/or degree in Computer Science and/or Data Science
• At least 1 year of experience in B2B SaaS implementation/onboarding or other similar field
• Understanding of Healthcare and/or Healthcare Industry
• Technical software skills/education
• Proficient in a project management software
• Highly organized and motivated by individual work and organizational tasks
• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
• Infrequency weekend availability as needed for customers who are going through a data transfer
• Exceptional verbal and written communication skills

Responsibilities

• Collaborate with Prompt Marketing team to draft content for OnusOne informational email blasts
• Building tutorial/articles/video to support future OnusOne software enhancements
• Providing assistance to management team members and executives as needed
• Serve as a Support Associate to the CS Team
• Provide general administrative support to the CS team
• You will be challenged to learn Microsoft Excel at an in-depth level to assist the team in reporting needs and help organize and maximize your efficiency
• Leverage a Project Management software (Asana) to organize your work and help complete projects
• Gain a strong understanding of the OnusOne at Prompt product and client onboarding processes
• Understanding/analyzing data, gain insight, and draw conclusions that will further develop the software
• Ensure client onboarding projects are set up in a timely manner
• Own all organizational tasks related to back end processes for client onboarding including
• Management of CRM
• Assisting with client data transfer organization and communication
• Implementation step 1 roster upload process
• Create custom templates for historical data upload, upload historical data and troubleshoot any errors (Assist Director of CS and Product to still be forward facing with clients to train on how to upload data)
• Post implementation: troubleshoot any data upload issues, add employees
• Post implementation: troubleshoot technical issues/requests such as: employee access, assigning mid level managers
• Other data processes as they come up
• Tracking Onboarding KPIs and data
• Process Documentation
• Collaborate with team members and management in recommending and implementing improvement opportunities
• Identify areas of process improvement for client onboarding operations
• Able to pivot quickly with changes to processes

Preferred Qualifications

Project management skills/education

Benefits

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower