Customer Success Specialist

Please take 5-7 minutes to complete this survey to be considered for this role: https://go.cultureindex.com/p/RXu2oJ5se81SPaPNid

Here at Nymbl Systems, our goal is to change the way clinics take care of patients by providing next generation SaaS solutions to better manage the business and the patient experience. We improve the efficiency of the clinic and enable more time to be spent with patients, ultimately improving outcomes and satisfaction. We have proven strong product market fit with more than 700 practices, and we are looking for a strong team member to help us scale faster and grow the Nymbl community. To learn more about Nymbl Systems watch this short video: https://www.youtube.com/watch?v=I35aZo7F1NM

What We’re Looking For:

Reporting to our Director of Customer Experience, a Customer Success Team Member will have experience in maintaining and fostering positive business relationships with external customers.This position will require tracking and reporting key performance metrics during regular business meetings with our customers, identifying and eliminating potential for customer churn as well as establishing and reporting on key metrics, maintaining/updating customer segmentation, and identifying upselling opportunities for new features or contract upgrades. An ideal candidate will have excellent communication, relationship building, and problem solving skills with experience in the SAAS industry.

Key Responsibilities:

• Create and foster positive business relationships
• Maintain customer segmentation based on value of customer
• Discuss contract renewals with existing customers and identify upsell opportunities
• Bridge the gap between customer and internal departments
• Promote an energetic user base and locate software testimonials to share the product's benefit and value to potential customers
• Promote the value of the software to existing customers
• Keep clients engaged and regularly using products
• Identify characteristics of customer churn, address them and prevent churn
• Review customer complaints and concerns and seek to improve the customer experience
• Assist with scoping and implementing new features based on user feedback
• Promote value through customer experience

Who You Are:

• You are detail oriented, customer centric, collaborative, conscientious, and a critical thinker.
• You are extremely self-motivated and driven to compete and succeed
• You are an active team player, self-starter, and multitasker who can quickly adjust priorities
• You have a deep understanding of customer’s concerns and thoughts regarding the use of products, and have the ability to troubleshoot as needed
• You are capable of presenting and holding regular virtual business meetings with leadership teams of our customer’s
• You are accountable and have good personal organization skills

Requirements:

• Bachelor’s degree or minimum 5 years experience in a customer success role
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product

What we Offer:

• Health, Dental and Vision Insurance
• Company Paid Life Insurance
• 401k
• Generous PTO
• Hybrid Work Schedule - in office Tues-Thurs
• Paid Holidays