Customer Success Associate

About Cardio Diagnostics

Cardio Diagnostics is an artificial intelligence-powered precision cardiovascular medicine company that makes cardiovascular disease prevention, detection, and management more accessible, personalized, and precise. The Company was formed to further develop and commercialize clinical tests by leveraging a proprietary Artificial Intelligence (AI)-driven Integrated Genetic-Epigenetic Engine ("Core Technology") for cardiovascular disease to become one of the leading medical technology companies for improving prevention, detection, and treatment of cardiovascular disease. For more information, please visit http://www.cdio.ai/.

Overview

Cardio Diagnostics is seeking a detailed-oriented, organized, and customer-service minded Customer Success Associate. A successful candidate will be adaptable to a fast-paced environment, is a problem-solver, is comfortable wearing multiple hats and can exercise sound judgment and a high work ethic. The Customer Success Associate will play a pivotal role in ensuring the successful adoption and long-term satisfaction of Cardio Diagnostics’ solutions among employer organizations and their employees. This individual will lead implementation, onboarding, and ongoing support, serving as the primary liaison between employees and internal teams. Success in this role means ensuring a seamless end-to-end customer journey, proactively resolving issues, and helping clients maximize the value of Cardio Diagnostics’ solutions. This is a highly cross-functional role requiring communication and collaboration with employers, benefit leaders, partners, employees, internal and external stakeholders.

Responsibilities:

·       Lead and manage the implementation of Cardio Diagnostics’ solutions in employer organizations, ensuring smooth adoption.

·       Develop and implement strategies to drive awareness of solutions and utilization among employees.

·       Develop and execute comprehensive end-to-end implementation plans, including workflow design, assembling service providers, educational materials and sessions, and ongoing process optimization.

·       Develop compelling educational and other materials for employers, employees and implementation reports for employers and other stakeholders.

·       Work cross-functionally to streamline processes, troubleshoot issues, and continuously enhance employer and employee experience.

·       Serve as the primary point of contact for employees before and during implementation. 

·       Collaborate with Care Navigator to support employees after implementation.

·       Establish and maintain strong relationships, ensuring high levels of employee engagement, satisfaction, and retention.

·       Identify opportunities to expand employee usage of Cardio’s solutions.

·       Monitor and track key performance metrics related to adoption and success.

·       Maintain accurate records in CRM systems and document all interactions and processes.

·       Identify process improvement opportunities to optimize employer and employee experience, and internal efficiency.

·       Lead troubleshooting efforts and resolve issues before, during and after implementation with urgency and professionalism.

·       Work closely with sales, product, marketing, care navigation, and operations teams to ensure a seamless customer journey.

·       Provide ongoing insights to enhance Cardio’s products, services, and processes.

·       Travel to employer sites for onboarding, educational sessions, and relationship management.

·       Other duties, as necessary.

Qualifications

·       Excellent verbal and written communication skills.

·       Excellent customer service skills.

·       Excellent organizational skills and attention to detail.

·       Excellent time management skills with a proven ability to meet deadlines.

·       Strong analytical, critical thinking and problem-solving skills.

·       Ability to understand business processes and objectives.

·       Ability to function well in a high-paced and at times stressful environment.

·       Ability to work independently and in a team setting.

·       Ability to stay motivated, keep a positive attitude, and perform quality work.

·       Proficient with Microsoft Office Suite, EMR, CRM or related software.

Education and Experience:

·       Associate or Bachelor’s degree.

·       2 years of experience in customer success, healthcare services, project management, or account management roles.

·       Strong project management skills with the ability to manage multiple priorities and meet deadlines.

·       Excellent communication and presentation skills to engage stakeholders at all levels.

·       Consultative approach to client relationship management, with a focus on long-term engagement and value delivery.

·       Experience in implementation and process improvement, preferably for employer clients or in a healthcare setting.

·       Proficiency in CRM tools and data tracking to manage client interactions.

·       Excellent analytical, organizational, and multi-tasking skills

·       Strong communication skills, both written and verbal

·       Ability to work independently and in a team environment

·       High attention to detail and a focus on accuracy and efficiency

·       Working knowledge of HIPAA Laws

·       Travel as necessary

Requirements

·       Work in a team-based office environment.

·       A valid driver’s license with the ability to operate an automobile.

·       The ability to travel and perform implementation occasionally over weekends, if needed.