Customer Success Representative

Job Summary

As a full-time remote Customer Success Representative III, the candidate will manage complex customer scenarios, lead cross-departmental initiatives, and drive process improvements to enhance customer experience and operational excellence.

Key responsibilities:

• Own and resolve high-impact customer scenarios with autonomy, utilizing advanced judgment and product knowledge
• Serve as an escalation point for cross-functional teams, representing Customer Success in key initiatives
• Lead process improvement efforts to enhance efficiency and customer satisfaction through updated workflows and SOPs

Required qualifications:

• Bachelor's degree required
• Minimum 5 years of experience in a healthcare or regulated customer-facing role, including 2+ years with escalations
• Demonstrated success in leading process improvement or customer experience initiatives
• Experience mentoring or coaching customer-facing team members
• High proficiency with customer support platforms and familiarity with CRM tools