Customer Success Support Associate

Summary

Join OnusOne at Prompt, a fast-growing healthcare technology company, as a Customer Success Support Associate. This role involves providing backend support to customer-facing teams, ensuring a best-in-class service experience. You will collaborate with various teams, including sales, customer success, and billing, to assist with onboarding and implementation. The ideal candidate is highly organized, detail-oriented, flexible, and a strong communicator. This position offers the opportunity to make a significant impact on the healthcare industry by supporting the growth of OnusOne, a unique employee compensation modeling software. You will be challenged to learn and grow within a supportive and collaborative team environment.

Requirements

• At least 1 year of experience in B2B SaaS customer service
• Understanding of the fundamentals of Healthcare and/or Healthcare Industry
• Technical software skills/education
• Exposure to 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
• Exceptional verbal and written communication skills
• Exceptional attention to detail

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 maximize your efficiency
• Leverage a Project Management software (Asana) to organize your work and assist in the completion of team projects
• Gain a thorough understanding of the OnusOne at Prompt product and the customer onboarding process
• Understanding/analyzing data, gain insight, and draw conclusions that will support customers in building the right compensation models for their teams
• Own all organizational tasks related to back end processes for customer success including
• Management of CRM
• Assisting with customer data uploads/transfers
• Build initial and custom portals for customer review
• Create custom templates for data uploads, payroll, and other customer needs that may arise
• Post implementation: provide support as needed and complete regular check-ins with ongoing customers to remain proactive and prevent churn
• Support in tracking KPIs for the team
• Process documentation
• Collaborate with team members and management in recommending and implementing process improvement opportunities
• Pivot quickly with changes to processes or customer needs

Preferred Qualifications

• Project management skills/education
• Background and/or degree in Computer Science and/or Data Science

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