Customer Advisor

Job SummaryHomeland has teamed up with a leading global healthcare technology company to hire a motivated and skilled Customer Advisor for our Technical Customer Care team. In this role, you will drive adoption and retention among SMB and Mid-Market providers by ensuring customer success, building strong relationships, and enhancing their experience with the company. You will monitor key metrics, troubleshoot issues, and escalate when needed. Your expertise in relationship management, consultative support, and strategic thinking will help address gaps in implementation, training, and ongoing support, fostering long-term customer satisfaction and retention.ResponsibilitiesDrive customer success by promoting engagement, adoption, and maximizing the value of the company's productsBuild and maintain strong customer relationships to identify opportunities and achieve monthly goalsOversee the ongoing health of customer relationships, ensuring long-term satisfaction and retentionProactively manage high-support ticket customers by identifying recurring issues and collaborating with technical teams for resolutionWork closely with the Interoperability team to address billing and process-related challenges for customers with high rejection ratesIdentify and support customers with low adoption or training metrics, ensuring they fully utilize the product's capabilitiesUncover customers' core business needs, pain points, and challenges to provide effective solutionsDrive retention efforts by monitoring engagement and satisfaction metrics, proactively identifying at-risk customersCollaborate with product, marketing, and finance teams to support customer success and drive improvementsProvide valuable feedback from customer interactions to product, sales, and marketing leadershipAssist with complex customer requests and issue escalations as neededHelp customers realize product benefits and proactively introduce new solutions to enhance their experienceTrack and analyze customer activity to optimize performance and engagementRequirements2+ years of experience in customer retention within SaaS platforms, preferably in a call center environmentStrong customer service and communication skills, with proficiency in Salesforce Service Cloud, Gainsight, Microsoft Office, Jira, and AWSAbility to identify technical issues, analyze root causes, and implement effective solutions to improve customer care performanceProven interpersonal and relationship-building skills to foster strong customer connectionsPassion for customer service and a commitment to delivering value to clientsStrong organizational skills with the ability to manage multiple priorities and workflowsCollaborative and team-oriented mindset, with enthusiasm and a drive to succeedExperience working with clients in the healthcare or homecare industry, preferredBenefitsOur client offers a comprehensive benefits package, including competitive health plans, paid time off, and company-paid holidays to support work-life balance. Employees also enjoy a 401(k) retirement program with a company-elected match, along with other company-sponsored programs designed to enhance overall well-being and financial security.SummaryApply today!EEO NoticeHomeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Created: 2025-02-21