Our Customer Support team ensures that our physicians, staff and patients have a successful Elation experience while advocating for their needs internally. We are looking for an empathetic, creative and detail oriented relationship manager to further develop our engagement efforts.
Responsibilities
- Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours.
- Responsible for covering urgent-ticket shifts
- Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
- May require non-standard business hour shifts.
- Engage our users proactively to uncover success themes and concerns, and create action plans if appropriate
- Take part a quarterly on-call rotation across customer facing teams that supports users outside of business hours for urgent issues
- Identify changes to processes that need improvements within the team
Qualifications
- Highly organized and energized by getting things done; skilled at project management and excellent at multi-tasking
- Deep user empathy and an uncompromising commitment to delivering a delightful customer experience
- Ability to synthesize both qualitative and quantitative data into presentations
- 1-2 years in relationship management or customer service role that involved cross team collaboration
- Confident communicator and skilled negotiator who can deliver a delightful, empathetic user experience