Customer Success Specialist at Healthforce.io

• The Customer Success Specialist works in our Customer Success Team. We call it Customer Success because we don’t just provide support but also proactively seek ways to help our customers make the most out of the products and clinical services that we provide. As a Customer Success Specialist you will work to deliver on our brand promises, working closely with our customers and users to ensure awesome and continuously improving customer experiences . 

WHAT YOU WILL BE DOING

• Proactive user engagement. You will need to become an expert user of Healthforce products. Equipped with this knowledge and an understanding of how functionality unlocks value for customers and patients, you will spend much of your time engaged with users and the managers of users to find ways for them to unlock this value. Sometimes this will mean collaborating  with various capabilities within Healthforce to make this happen.  This will also mean gaining an understanding of the broader set of products and processes users engage with alongside our solutions. 
• Problem solving. Sometimes our users encounter problems in using our products and services, logging calls with our helpdesk, which our Customer Success Analysts handle. However, at times these problems may be system wide or recurring or require expert input to resolve. At such times, you will work alongside the rest of the Customer Success team to gather data, identify root causes, keep customer management up to date, and engage within the rest of Healthforce to find a solution. You will then work to help implement solutions. 
• User data management.  Garbage in, garbage out! You will assist Customer Success Analysts in identifying what user and customer data needs to be updated on the product, and work with management at our customers to update it.
• Continuously improve experiences. Customer, customer, customer. You will be one of the organisation’s closest people to them. We will look to you to advocate for customer, user and patient needs based on insights gathered during customer success interactions. We are data rational, so your insights will need to be backed by data as you engage with Product, Engineering, Clinical and more. 

Don’t underestimate the project management required for this role!

CULTURE FIT

• Healthforce’s culture is central to how we do things. Specifically we expect the following from each other: truly value people inside and outside the organisation, create better ways to serve our customer, be relentlessly curious, and pull together with the whole team. Importantly, you need to be socially minded and should want to apply your creativity and skills to reimagining the way healthcare can be delivered to all South Africans through technology.

KNOWLEDGE AND EXPERIENCE

• Minimum 3-5 years of work experience in Customer escalations or key account management or project management.
• Intermediate proficiency with IT infrastructure troubleshooting.
• Strength in communication and presentation skills, as well as active listening. 
• Flexibility and agility in responding to evolving business priorities and dealing with ambiguity.

EDUCATION

• Qualification: bachelor's degree or equivalent. 
• Project management / customer experience / trainer education certification preferred.