Product Success Specialist

Summary

Join Cedar's Product Success team as a Product Success Specialist and support our New Verticals clients in their daily product use. You will manage and triage client requests, ensure timely follow-up, and work cross-functionally to resolve issues. Collaborate with team leaders and product managers to provide valuable insights and feedback. Become a Cedar product expert and contribute to team process development. This role offers opportunities for professional growth and development within a rapidly scaling team. The ideal candidate possesses 2-4 years of client-facing experience, demonstrated experience in relevant verticals, and excellent communication and problem-solving skills.

Requirements

• 2-4 years experience in a customer/client-facing role
• Demonstrated experience in the dental/orthodontic or small business specialty care verticals
• Comfort and willingness to proactively engage with clients/users via phone calls as needed
• Ability to conduct ad hoc training sessions for clients/users as required
• Ability to communicate thoughtfully and tactfully with a variety of client stakeholders
• Excellent written and verbal communication skills
• Solutions oriented problem-solving and critical thinking abilities
• Basic understanding of product development in the technology space
• Self-starter and excited to work in a fast-paced environment
• Highly motivated with a strong work ethic and good judgment
• Strong emphasis on building and maintaining positive client relationships, demonstrating empathy and a commitment to client satisfaction
• Strong interpersonal skills - you care about people and are passionate about helping others!

Responsibilities

• Work independently to manage and triage incoming client requests and concerns for our most complex and high-priority clients
• Ensure timely follow-up of client requests and concerns and effectively prioritize, triage, and escalate issues that require additional resources
• Manage product issues to completion by working cross-functionally with Product Management, Engineering, Client Management, and other key stakeholders
• Partner with team leaders and Product Managers to surface valuable insights and feedback, prioritize product issues effectively, and support efforts to monitor the health of our products
• Become a true Cedar product expert
• Ideate and support impactful team improvement and development projects
• Developing or enhancing team processes to scale
• Support and mentor new team members as they onboard

Preferred Qualifications

• Knowledge of or experience in the healthcare space and/or medical billing
• Familiarity with case management systems and metrics
• Working experience with analytics tools like Snowflake and Looker; ability to write and execute SQL queries
• Previous role at an early-stage start-up
• Ability to commute to our Manhattan office for occasional in-person meetings or collaboration, as needed

Benefits

• Salary Range*: $85,000 - $100,000
• This role is equity eligible
• This role offers a competitive benefits and wellness package
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally