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Customer Success Manager

Company: AMOpportunities
Location: Chicago
Posted on: January 16, 2022

Job Description:

Who we are:

AMOpportunities is the pioneer of CTaaS, Clinical-Training-as-a-Service, and the preferred clinical training provider for healthcare trainees worldwide. Our platform provides a comprehensive solution to clinical training capacity and access issues. Through our software and services, hospitals can earn revenue and attract new talent without expending additional resources. Educational institutions can benefit from our software and services too with guaranteed U.S. training which meets their unique curriculum requirements and allows for expanded student enrollment.

The creation of this unique software and our services is inspired by the growing global shortages of healthcare professionals. We're changing the future by providing a learning model that empowers healthcare trainees to learn and work anywhere. Over 3,200 medical trainees have benefited from our 250+ clinical experiences. We're breaking down traditional borders and building the future of healthcare education.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. AMOpportunities encourages you to apply even if you do not meet all listed qualifications. We look forward to your application.

About the position:

The Customer Success Manager serves as the primary point of contact for our trainees and many key account representatives during the enrollment process, throughout the scheduled clinical experience, and after giving them the resources needed to succeed. This person will help support the department by testing new infrastructure, providing feedback, and participating in conversations about growth and how to best support our trainees.

Essential Functions:
Deliver best-in-class customer service over phone, email, text and live chat platforms.
Act as the main point of contact for trainees and representatives from key partner accounts, responsible for building and maintaining continued customer satisfaction, building trusted professional relationships, and ensuring success.
Develop and implement personalized plans for assigned partner accounts such as processes, outreach, orientation, timelines.
Develop a strong understanding of customer challenges and demonstrate a positive, proactive, solution-based approach to resolving customer concerns.
Collaborate and communicate with the program team to address key student concerns and troubleshoot and resolve program issues and concerns.
Participate actively as a member of the Visitor Experience team, contributing ideas and recommendations for improving the customer experience and internal system/ processes, and product based on feedback and data.
Analyze and report customer insights and data.
Collaborate with department leads to build Hubspot workflows and automation, develop a deep knowledge of Hubspot software to ensure we are maximizing efficiency and meeting customer needs.
Lead and support special projects as assigned.
Develop and maintain a knowledge base of the evolving products and services.
Collaborate and support all AMO team members and departments.
Opportunity for growth including managing team members.
Other duties as assigned.

Skills and Abilities:
Possess a strong work ethic.
Be upbeat, driven, intelligent, well-organized, and articulate.
Be adaptable to change in the workplace and use change as an opportunity for innovation and creativity.
A strategic mindset that is driven by the ability to uncover customer pain points and create solutions.
Demonstrate an understanding of customer service regarding accommodation, politeness, helpfulness, trust-building, appropriate boundaries, and flexibility over various platforms.
Ability to manage and prioritize multiple tasks and projects while working in a results-oriented environment.
Ability to work independently as well as the ability to collaborate across different departments.
Self-starter; ability to achieve goals without daily supervision.
Strong analytical skills, detail-oriented, ability to prioritize effectively, multi-task, and meet deadlines.
A high level of written and oral communication skills as well as the ability to think critically.
Strong technical skills - ability to troubleshoot and further investigate to fix a problem.
Proficient in Microsoft Office; including Word, Excel, and Outlook.

Education and Experience:
Bachelor's degree in a related field.
3-5 + years previous customer service experience.
Experience with Hubspot, CRM, or other email management systems preferred.
Experience with Tableau or other data analytic preferred.
Experience managing multiple tasks.
Experience working in a fast-paced startup culture.
Previous healthcare educational experience (clinical or medical education) is a plus.

What You Gain:
Competitive salary of $50,000 to $65,000 annually.
Comprehensive Benefits Program: Medical, Dental, Vision, 401k, Tax Exempt Student Loan Repayment, and Commuter Benefits.
A mission-driven work environment committed to a spirit of support, growth, and achievement.
Performance-based career growth opportunities.
A front-row seat for the exponential growth of a booming education tech company.
Work/life balance.

Equal Opportunity Employer

At AMOpportunities we champion the reality of diversity and the necessity of inclusion and accessibility. We are deeply committed to the principle of equal employment opportunity for all employees, and to providing our employees with a work environment free of discrimination and harassment. We strictly prohibit discrimination and harassment based on disability, gender identity, gender expression, pregnancy status (including childbirth and related states), sexual orientation, race, color, social or ethnic origin, religion, age, HIV status, past/present military service, or any other status protected by federal, state, or local law.

Due to the unprecedented situation of COVID-19, AMOpportunites has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding, and each role day to day. Please consider that our roles are hybrid with options to work remotely or in-office following the guidance of local health authorities and the CDC.

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Keywords: AMOpportunities, Chicago , Customer Success Manager, Executive , Chicago, Illinois

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