Customer Success and Support Specialist

Customer Success and Support SpecialistReports to: Director, Marketing & CommunicationsOur OrganizationWe are a medical specialty certifying board serving anesthesiologists. Since 1938, we have been administering certification exams and today we take an innovative approach to certification and continuous learning. We foster practice standards that instill confidence and trust that board-certified anesthesiologists have the knowledge and skills to provide high-quality patient care. We are dedicated to elevating expertise in an evolving profession. Our mission is to advance the highest standards of the practice of anesthesiology. We work together with physician anesthesiologists to ensure they provide the best care possible for every patient, every day.Position DescriptionThe Customer Success and Support Specialist is responsible for ensuring stakeholders receive exceptional support and maximize the value of our technology products. This role combines Tier I technical support with proactive customer success strategies, such as onboarding, training, and retention efforts. The specialist will act as the first line of support for stakeholder inquiries and play a pivotal role in gathering feedback, building relationships, and driving customer satisfaction.By collaborating with internal teams-including product management, marketing, and sales-the specialist will help align customer needs with product strategies and continuously improve both the customer experience and our internal processes.EducationBachelor's degree or combination of education and experience in related field.SkillsProven ability to communicate clearly and concisely with professional stakeholders, both verbally and in writing.Strong analytical and problem-solving skills with the ability to research issues and propose corrective actions.Exceptional customer service skills, including empathy and active listening.Ability to prioritize and manage multiple tasks.Strong organizational skills with attention to detail and follow-through.Ability to work independently and execute responsibilities with minimal guidance.ExperienceProficiency in Microsoft Office Suite (intermediate to advanced)Knowledge of technology products, SaaS platforms, and CRM solutions is preferred.At least three years of customer support experience. Healthcare or ed tech experience a plus. Specific Responsibilities 1. Tier-One Customer SupportServe as the first point of contact for customer inquiries, providing direct support for basic product questions, setup, and troubleshooting.Perform initial diagnosis and analysis of customer issues and provide resolution when able.Escalate complex technical issues to Tier II support or development teams as needed.Log and track incoming requests for assistance to ensure effective resolutions are achieved.Ensure timely follow-up and resolution of support tickets. 2. Customer SuccessOnboarding and Training:Guide new customers through the onboarding process, delivering one-on-one and group training sessions.Ensure customers are equipped with resources and best practices to maximize product value.Retention and Relationship Building:Conduct regular check-ins with customers to address their needs, challenges, and goals.Build long-term relationships to increase satisfaction and reduce churn.Feedback Gathering and Reporting:Provide system demonstrations of new and existing features to a non-technical audience.Collect and synthesize customer feedback on product features, pain points, and requests.Communicate actionable insights to the product and development teams.Collaboration and Product Insights:Partner with marketing and sales teams to provide customer insights and align on growth opportunities.Collaborate with the product owner to develop and maintain knowledge base resources and self-service resources.Contribute to the product roadmap by sharing customer feedback and emerging trends.3. General ResponsibilitiesIdentify and communicate system or process improvement opportunities to the product owner.Assist with booth and exhibition activities, as needed.Perform additional duties as assigned to support customer success and product excellence. Special Requirements Ability to sit for extended periods of time.Ability to lift up to 10 pounds on occasion.Must be able to work onsite in Raleigh, NC at least two days/week. Ability to travel for conferences.

Created: 2025-01-22