Opportunity: Are you interested in joining the customer success team of a profitable and growing AZ tech company?
MediRoutes is seeking a Customer Success Manager for a full-time job. This position is 100% remote, but all employees meet quarterly at our office in Scottsdale, AZ.
Join the dynamic team of a rapidly expanding tech company in the SaaS NEMT transportation management industry. We are looking for a driven and experienced Customer Success Manager to play a pivotal role in ensuring that clients receive outstanding support and derive maximum value from the product.
About MediRoutes: MediRoutes is a cutting-edge B2B SaaS platform tailored for the transportation management sector, particularly focusing on non-emergency medical transportation (NEMT). Our solutions in routing, scheduling, dispatch, and billing are revolutionizing how transportation providers and fleet owners operate across the country.
Job Description: > span class="eop"> Responsibilities : In this role, you will oversee and be a part of MediRoutes' front line for solving clients' challenges, including issue resolution, answering questions, helping clients, training their users on MediRoutes technology, and more.
•You carry the weight of MediRoutes' service reputation and client satisfaction in your hands
•The nature of what you do every day will not change - your #1 goal is to help clients use the MediRoutes software platform.
•Still, every day will be different because the questions you receive will vary, as will the solutions you provide each client
•To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day
•You have a way with clients that builds rapport, establishes trust, and shines with professionalism
•Over the phone and in writing, your communication style is clear and easy for our clients to understand and take action on
•You will help our clients manage their business using our solutions, which could include troubleshooting and probing to resolve technical issues
•Support might also involve partnering with multiple business units and teams for troubleshooting and delivering a seamless client experience
•You will continually upgrade your knowledge and skills on the MediRoutes platform to aid our clients
•You adhere to a daily schedule and organize yourself to deal with inbound calls, emails, and chats
Additional Responsibilities: Review calls and give feedback to agents on their handling of phone calls, emails, and tickets – Act first and foremost as a coach and mentor to the support staff, with a focus on empathetic and proactive support. Develop and execute Customer support strategies to identify and reduce recurring issues that clients have with the software. Update and implement procedures and processes for the support department to follow when assisting clients. Maintain and improve key performance metrics that relate to call answering, ticket handling, and escalations. Use data from the CRM to improve the client experience with the software and collaborate with the product and training team as needed. Assist in the development and optimization of the knowledge base and other training materials. Proficiency in Spanish is an asset but not mandatory. Analytical and problem-solving skills Excellent communication skills (Professional demeanor) Ability to build rapport with customers and exhibit empathy Proficient with technology applications; Windows OS, email, Internet browsers, search engines, and data management systems (specifically CRM) This is a full-time position with medical, dental, and vision benefits as well as PTO and a 401(k) with employer contribution. Qualifications: Analytical and problem-solving skills Excellent communication skills (Professional demeanor) Ability to build rapport with customers and exhibit empathy Proficient with technology applications; Windows OS, email, Internet browsers, search engines, and data management systems (specifically CRM) Benefits: This is a full-time position with medical, dental, and vision benefits as well as PTO and a 401(k) with employer contribution.
