Customer Success Specialist

Company Description

Customer Success Specialist

Full Time

Candidates with the flexibility to work Tuesday through Saturday, specifically the 8:00 AM - 4:00 PM or 10:00 AM - 6:00 PM shifts, may be prioritized.

* If you are based in the Chicagoland area, you'll be required to work onsite for your first 90 days. After that, your schedule (in-office, hybrid, or remote) will be determined in alignment with performance and team needs.

Yearly Rate: $50,000-$65,0000

Sponsorship: We are not able to provide employment sponsorship, including OPT or STEM OPT.

Application Process:

To be considered for this role, please include "Why ALIS" in your application.

Interview steps may include:

Phone Screen with a recruiter

Video Interview with Hiring Manager

In Person interview in our Chicago office

Job Description

About the Role

As a success specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance and the members of this team take their job of helping people seriously.

If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!

ALIS clients are very kind and appreciative of the help the success team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to "say yes".

Members of the success team also work to develop technical "specialties" related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)

What you'll be doing...

• Monitoring and responding to phone calls and emails
• Report on, investigate, and respond to all tickets and escalations
• Timely maintenance of information in ticket tracking system
• Specialization in a/multiple ALIS modules
• Participation in on-call rotation
• Special projects and form markup
• Answering phone calls & emails
• Participate in on-call (off hours) success responsibilities
• Document outcomes of customer interactions
• Attend scrum meetings
• Track progress toward ticket goals
• Attend PM / specialization meetings
• Write escalation tickets
• Attend L10s & fill out score cards
• Sync with Team Lead on status toward goals
• Review customer specific SOPs
• Execute on long-term projects
• Focused goals toward specialization
• Learn new success tools & practices
• Reach specialization milestones

Qualifications

You'll Thrive in This Role If You Are...

• Reliable: You show up at work for your team and the clients and look forward to doing it.
• Positive with an optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor.
• Calm and collected: You aren't pulled into drama or anxiety but can see clearly in order to help others.
• A Good communicator: You are transparent with information and pay attention to details.
• Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.
• Continuously Displaying Good judgment: You can prioritize needs appropriately.
• Detail oriented: You care about getting small details right.
• Committed to ongoing personal and professional growth: You seek to grow and evolve in ways related to career development and personally.
• Continuously Displaying High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth, positivity, and optimism.
• Adaptable and flexible: You don't freak out if plans change or meetings get moved.
• Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.
• Striving for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to…