Customer Success Specialist
Des Moines, IA Customer Success
Job Type
Full-time
Description

OpenLoop is looking for a Customer Success Specialist to join our team at our HQ in Des Moines, Iowa. This role will be a member of the Operations team, collaborating closely with the Director of Enterprise Client Operations to ensure a seamless user experience for clients from contract signing through relationship growth.


About the Role

Responsibilities include, but are not limited to:

  • Gather complex needs and align them with proper internal resources needed to power our partners’ care delivery systems
  • Management of clinician communications and updated trainings on programs
  • Create and update training document for our international team to assist with supporting our clients
  • Conduct client support trainings for international team members
  • Improving team efficiency by creating optimum processes with technology and people
  • Build trust and develop a trusted advisor relationship with assigned accounts
  • Support and participate in all functions of the customer facing team including, but not limited to: 
    • Managing meetings and workflows
    • Demonstrate proactive communication when available
    • Identify and resolve issues
    • Recommended solutions
    • Offer new or expanded services as able
    • Provide technical support
    • Create and analyze reports – both internally and externally by analyzing client accounts and reporting in an effort to increase retention
  • Data entry and integrity
  • Manage with a sense of urgency and availability as the client’s advocate.
  • Act as the client champion internally within OpenLoop expressing client needs and expectations
  • Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as SLAs
  • Compile and communicate reporting
  • Enters and updates support systems like Zoho, Healthie, Miro etc. as needed
  • Identify and implement process improvements
  • Partners with interdepartmental teams to ensure client needs are met
  • Other duties as assigned

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.


Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.


Our Benefits

In addition to the salary for this role, you would also be eligible for:

  • Medical, Dental, and Vision plans
  • Flexible Spending/Health Savings Accounts
  • Unlimited PTO
  • 401(k) + Company Match
  • Life Insurance, Pet insurance, and more

Sound like a good fit? We’d love to meet you.

Requirements
  • 3+ years of experience in customer success required
  • Proven capacity to learn new technologies for maximum project success
  • Ability to construct effective emails giving clients and internal stakeholders all necessary background and project updates
  • Excellent written and verbal communication
  • Great attention to detail
  • Ability to multitask easily with many objectives
  • Extensive problem solving skills
  • Solutions oriented
  • Experience in telehealth and startups preferred
Salary Description
$40,000 to $60,000