À propos de ce poste Customer Success Specialist chez Novir
About This Role:
Novir is looking for a Customer Success Specialist who will serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders. Proactively communicate timelines, expectations, and next steps to ensure a smooth customer experience. Act as an advocate for customers internally, ensuring their needs and concerns are addressed promptly. The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills.
What You'll Do:
-
Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners
-
Develop and nurture strong relationship with assigned clients, acting as their main point of contact from onboarding through service completion
-
Educate customers on Novir’s OHS process, requirements, and best practices for driving successful clinics
-
Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction
-
Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients
-
Monitor account performance metrics, proactively addressing any issues or concerns
-
Conduct regular check-ins virtually and in-person with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs
-
Advocate for and represent the voice of the customer internally
-
Proactively listens to customer needs, provides accurate information, and manages expectations while maintaining a solution-focused approach
-
Ensure accurate and timely record-keeping of all client interactions in our CRM
Key Experience We're Looking For:
-
Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
-
3+ years' experience in client relations or management, preferably in a B2B environment
-
Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment
-
Strong understanding of proactive customer support strategies and best practices
-
Experience working with CRM software and other relevant tools to manage and track client interactions
-
Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable. Strong collaboration skills are important to the success of this position.
How Success Is Measured:
-
Number of clinics scheduled
-
Clinic participation
-
Account Retention Rate
-
Customer Feedback
