Customer Success Specialist
About the Role
As a success specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!
ALIS clients are very kind and appreciative of the help the success team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to “say yes”.
Members of the success team also work to develop technical “specialties” related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)
What you'll be doing...
Monitoring and responding to phone calls and emails
Report on, investigate, and respond to all tickets and escalations
Timely maintenance of information in ticket tracking system
Specialization in a/multiple ALIS modules
Participation in on-call rotation
Special projects and form markup
Answering phone calls & emails
Participate in on-call (off hours) success responsibilities
Document outcomes of customer interactions
Attend scrum meetings
Track progress toward ticket goals
Attend PM / specialization meetings
Write escalation tickets
Attend L10s & fill out score cards
Sync with Team Lead on status toward goals
Review customer specific SOPs
Execute on long-term projects
Focused goals toward specialization
Learn new success tools & practices
Reach specialization milestones
Qualifications
You’ll Thrive in This Role If You Are…
Reliable: You show up at work for your team and the clients and look forward to doing it.
Positive with an optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor.
Calm and collected: You aren’t pulled into drama or anxiety but can see clearly in order to help others.
A Good communicator: You are transparent with information and pay attention to details.
Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.
Continuously Displaying Good judgment: You can prioritize needs appropriately.
Detail oriented: You care about getting small details right.
Committed to ongoing personal and professional growth: You seek to grow and evolve in ways related to career development and personally.
Continuously Displaying High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth, positivity, and optimism.
Adaptable and flexible: You don’t freak out if plans change or meetings get moved.
Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.
Striving for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it. The company and this team commits itself to high standards for reliability and performance.
- Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data. Good with G-Suite, Gmail, word, and excel.
Additional Information
Why You’ll Love It Here:
10 days of PTO ( year 1)
8 Company Holidays ( office will be closed)
2 Floating Holidays
Subsidized Medical, dental and vision insurance
401k Plan + Up to 4% Matching
Pre-tax Commuter Benefits
Flexible Work arrangements available
Casual Dress
Referral Bonuses
Employee Assistance Fund
Paid Parental Leave
Paid Jury duty & Bereavement Leave
Length of stay rewards
Company bonus pool
HSA and FSA
Life Insurance policy subsidized by Company
ALIS values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. All candidates are subject to a background check.