Customer Success Account Manager

Overview
At MedTrans Go, we hire people with a passion for healthcare, technology, and entrepreneurship, as well as those who embody our core values of Integrity, Kindness, Respect, Determination, Collaboration, Growth, and Excellence. This is a Customer Success role that requires a high level of organization, a passion for driving technology adoption, and a strategic mindset. The preference for this position is to be a full time hybrid role that is based out of Atlanta, GA or North Carolina.
MedTrans Go's platform acts as a two-sided digital marketplace that matches healthcare facilities/systems ("customers") with businesses and individuals providing services like medical transportation and interpretation ("service partners"). The Customer Success Account Manager will work with our Business Operations, Technology, and Customer / Partner Success teams to ensure customers and their patients have an exceptional experience.
The ideal candidate should have excellent oral and written communication skills, a creative approach to problem-solving, and passion for building and maintaining long-term relationships with customers.
MedTrans Go is an early-stage startup with room for growth! Compensation packages for this position include an annual salary of $70-80K, commensurate with experience, and other benefits.
Responsibilities

• Managing assigned customer accounts as the key contact and advocate; developing and nurturing strong relationships with key stakeholders and decision-makers within customer organizations; understanding customers' goals and anticipating their needs.
• Working with Sales, Operations, and Technology teams to ensure effective new customer onboarding, training, and set-up.
• Contributing to a segmented and standardized customer engagement strategy for proactive touchpoints; communicating feature releases and relevant updates; utilizing data to drive customer adoption / growth.
• Serving as the voice of the customer with internal stakeholders; sharing customer feedback with other departments; collaborating cross department to ensure customer request fulfillment and overall success.
• Proactively identifying and addressing issues customers may have; assisting with inbound inquiries/questions and owning escalations from assigned accounts.
• Identifying upsell, cross-sell, expansion, and renewal opportunities for assigned accounts and collaborating with other members of the Customer Success team to develop effective strategies for these opportunities.
• Supporting continual improvement of processes and technology by submitting bugs/feature requests and assisting with testing.
• Tracking Customer Success metrics such as customer satisfaction scores, usage rates, and renewal rates; providing regular reports and analysis to senior management and other relevant teams.

Qualifications
The right candidate for this role will be someone who takes initiative, is proactive, organized, agile, empathetic, effective at communication, and is passionate for service excellence.

• Experience
  
  • Bachelor's degree
  • 2+ years of Account Management / Customer Success experience
  • Customer Relationship Management (CRM) familiarity is a plus
  • Healthcare experience is a plus

• Skills
  
  • Superb interpersonal and customer service
  • Excellent oral and written communication
  • Excellent critical thinking, problem-solving, and project management
  • Passionate about building relationships and earning trust from customers
  • Proficiency utilizing technology
  • Proficiency using Microsoft and Google products
  • Detail-oriented
  • Ability to be effective in fast-paced and dynamic environments

Benefits

• Health, dental, and vision insurance
• Paid time off, including parental leave
• 401(k)
• Employee Assistance Program
• Employee development and leadership development courses
• Commuter benefits
• Contribute to a fast-paced and quickly growing startup environment
• Opportunity for rapid career growth
• Flexible work environment

About MedTrans Go

MedTrans Go is a HealthTech startup that provides healthcare facilities access to medical transportation, interpretation, home health care, and delivery services. We work with medical practices, hospitals, and similar care facilities, as well as legal offices, to eliminate the burden of patient coordination via our online platform, allowing healthcare workers to easily and efficiently schedule services to reduce appointment cancellations, minimize revenue loss, and get patients the care they need.
If you have a passion for healthcare, technology, and serving others and are looking to join a company where you can build a territory and experience steady growth, put your passion to work at MedTrans Go!