Coordinator, Customer Success

Based in Orlando, FL, The Garage is a high-tech population health management platform deep-rooted in developing digital tools that accelerate the transformation to value-based care across the country. The Garage has been working with Accountable Care Organizations (ACOs), Managed Service Organizations (MSOs), Independent Physician Associations (IPAs), Federally Qualified Health Centers (FQHCs), and many other value-based integrated delivery networks since its inception in early 2012. In a short span, the Garage has integrated 140 healthcare organizations, 19,500 physicians, and more than 15 million patient lives. We are committed to integrating all the different constituents of the ecosystem in value-based care with a Digital first, Data first approach.

We are looking for a Customer Success Coordinator who will roll up their sleeves and lead from the trenches. As a key member of the Customer Success team, the Coordinator will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. You’ll be an integral part of the team responsible for coordinating training, adoption, and success of products for assigned clients. Serving as a dedicated customer resource and liaison for issue resolution, the Coordinator will provide exceptional customer support by answering incoming emails, performing basic troubleshooting steps for the platform and gathering necessary information for the Delivery team to accurately diagnose issues, understanding root causes and applying appropriate solutions. You will assist in overseeing the tracking of deliverables and resolution of any issues identified to closure. You will be required to have a deep understanding of your individual client’s instance of the platform and to work with a variety of internal teams to ensure standard maintenance processes are happening as required such as data updates, issue resolution, build version upgrades, etc. Salary Range $55,000-$60,000. Orlando based preferred.

Objectives of this role:

• Assist with owning the relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
• Oversee project/build delivery process with key contributors to help manage scope - including tasks, deliverables, and milestones
• Act as primary point of contact for the cross functional team throughout the project/build life cycle
• Maintain existing customer-success metrics and data as directed
• Understand key population health management workflows and find the best fit for product adoption
• Understand the Data, and the ETL (Extract, Transform, Load) process

Responsibilities:

• Serve as a day-to-day contact for assigned clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Create project plans, including deliverables, activities, and timelines
• Manage administrative portions of project delivery from inception to closure
• Serve as a liaison, and point-of-contact between internal departments
• Develop, own and maintain project and process documentation
• Track project and product development schedules
• Provide scheduled and on-demand status reports and updates
• Assess, manage, resolve and escalate risks and issues
• Promote value through customer experience
• Review and manage customer complaints, tickets, and concerns and seek to improve the customer experience.
• Maintain written reports of progress meetings and distribute to relevant client meetings
• Assist in creating training courses and educational materials
• Evaluate and improve tutorials and other communication infrastructure
• Ability to manage multiple projects simultaneously
• Ability to track deliverables from start to finish to support client success
• Communication with practice/provider level users to assist with platform utilization and troubleshooting
• Understanding of population health management terminology and key population health management program rulings
• Outstanding communication skills, related to internal and external interactions with others
• Ability to run platform trainings for clients on certain functionality within the platform

Required skills and qualifications:

• Minimum 3 years of project coordination experience in Health IT
• 1 years of experience in customer success, with proficiency in various customer engagement techniques
• Strong skills in verbal and written communications, strategic planning, and project management
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Demonstrated success in operational efficiency, showcasing analytical thinking, strategic planning, and problem-solving
• Ability to navigate changing business priorities, collaborate effectively, and manage uncertainty
• Ability to manage multiple tasks simultaneously with an emphasis on prioritization
• Accountability and personal organization are essential
• Intermediate Excel skills needed
• Well versed in healthcare data

Preferred skills and qualifications:

• Bachelor’s degree or equivalent
• Experience with Microsoft Office 365 suite of applications
• Knowledge of Asana and project management tools
• Knowledge of SaaS industry, with experience guiding early-stage companies and enhancing customer satisfaction
• Knowledge of healthcare workflows from hands-on experience in related fields like sales or medical administration
• Population health management experience is a plus

Industry

• Software Development

Employment Type

Full-time