Customer Operations Associate, Osmind

• 2+ years in an external-facing customer role
• You’re a process thinker with a knack for systematizing processes while maintaining the human element
• You have the ability to quickly learn and serve as a trusted advisor to customers
• Understanding and passion for healthcare industry
• You consider yourself a people person and enjoy direct interaction with customers and internal team members
• Excellent verbal and written communication skills, detail oriented
• Able to project manage, collaborate and effectively work with cross-functional partners
• Analytical mindset with experience in leveraging analytics and tracking tools to optimize project efforts
• Strong aptitude for technical software products
• Startup experience (preferably early-stage) to demonstrate that you can thrive in our fast-paced environment and prioritize high impact activities
• Self-starter with strong organizational and time management skills, able to manage multiple projects and priorities

Desirable

• Assist with the design and roll-out of tech-driven automation solutions to effectively serve customers at scale. Use key indicators such as product adoption and usage to proactively identify at-risk customers and to determine where higher-touch is needed. Develop playbooks to scale these processes
• Provide strategic and tactical support to the Customers teams, working closely with leadership to aid in the objective of providing high quality support to our customers while meeting goals and objectives. Analyze team workflows and provide recommendations to improve efficiency
• Assist with working with customers on specific lifecycle touch points, such as during onboarding and post-graduation renewals
• Focus your efforts on defining customer workflows in the post-sales lifecycle, writing and improving processes to improve overall customer experience levels. Develop and maintain standard operating procedures for the Customers teams
• Build out additional processes, training materials, and resources to help our customers be successful with Osmind. Help lead the efforts to bridge the knowledge between Product and the Customers teams around new releases
• Learn our product and industry inside and out, serving as a trusted advisor to help our customers drive to their business outcomes
• Working with leadership, prepare performance reports by collecting and analyzing data from customer service functions