Radicle Health - Customer Success Specialist
Requirements
• 0-3 years of experience, preferably in a client-facing or Customer Success role • SalesForce, ChurnZero, or other CRM experience • Customer Service experience • Strong communication skills • Strong problem solving and analytical skills • Task and project management skills or experience • Familiarity with Electronic Health Record software and the social services sector a plus • Key Metrics: • Customer Churn rate • Net Revenue Retention (NRR) • A Day in the Life: • A Day in the Life: • Customer Relationships: Respond to customer inquiries and work with them to ensure customer satisfaction. This includes being a liaison between the customer and Radicle Health teams by engaging and assisting the customer. • Customer Relationships: • Customer Meetings: respond to inbound requests and schedule customer meetings to discuss system usage, receive feedback, suggest additional features and workflows, and troubleshoot items. • Customer Meetings: • Contract Discussions: Participate in discussions with customers to talk through adding additional Programs/Organizations/Modules to their system, providing proposals as needed. Function as the liaison to secure the customer signature on any proposals and document in Salesforce and/or other CRM tools. Manage renewal process for customers who do not/cannot automatically renew contract. • Contract Discussions: • Add-ons/Upsells: Work with customer to review and ensure they are using the system as effectively as possible. If features or additional functionality is required, discuss purchase options with the customer. • Add-ons/Upsells: • Customer Training: Provide customers with additional basic training and work with the training team to scope and price additional training requests as needed. • Customer Training: • Customer Churn: Handle customer terminations. If a customer informs Radicle Health they are looking for another software system – retrieve feedback on what we can maintain their business. If it is certain they are leaving, process termination and document in Salesforce and/or another CRM tool. • Customer Churn: • Customer Workflows: Monitor and adjust customer segmentation, assign customer journeys and playbooks, and recommend changes to automated workflows based on data gathered. Perform any workflow actions determined for a customer and focus on reducing churn risk scores and increasing cNPS/CSAT scores through outreach efforts. Enter data collected in respective CRM tool and/or Salesforce. • Customer Workflows:
Responsibilities
• Effectively manage the overall success and retention of a shared book of accounts (pooled) by building, improving and establishing processes to engage customers through 1:many communications • Serve as the primary interface with customers to manage and resolve any critical situations that may arise within pooled accounts • Serve as a Product Knowledge Expert to address customer needs by leveraging system functionality and/or referring to internal subject matter experts • Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members • Take a consultative approach in helping customers overcome issues and achieve goals by leveraging system functionality and highlighting best practices • Inform customers of new functionality and highlight best practices to encourage new feature adoption • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services • Attend promotional events at industry related conferences
Benefits
• Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • Volunteer time off • Paid parental leave • Remote work stipend • Compensation: $55,000 - $65,000 + Variable Compensation • Location: • Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process. • Please note that all official communication regarding opportunities at Radicle Health will only come from an @radicle-health.com email address. Some fraudulent domains may look very similar at a glance, so if anything feels off, please proceed with caution. • Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.
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