Customer Success Specialist

Precision Care (a portfolio company of Exa Capital, Inc.) provides a user-friendly, web-based Electronic Health Records (EHR) SaaS platform built exclusively for Human Service providers. Our software makes case management simpler and more efficient, while helping providers stay compliant with state and federal regulations.

The Customer Success Specialist’s primary responsibility is to develop strong relationships with customers within their assigned territory, and help these customers use Precision Care Software applications effectively. Your primary focus is on developing and implementing strategies to retain and nurture existing customers. Your role is to ensure customers are satisfied with their relationship with Precision Care while being the liaison between other departments and customers.

You will drive successful software implementations, provide ongoing support, and identify opportunities for growth. Your role is crucial in maintaining strong customer relationships, reducing customer attrition, and maximizing customer lifetime value.

• Develop strong meaningful relationships with users, managers, and executives of customers.
• Understand customer’s goals, expectations, and reasoning behind using Precision Care software.
• Effectively communicate and demonstrate the value Precision Care brings to users and customers.
• Responsible for managing tailored customer retention strategies.
• Develop a deep understanding of Precision Care Software, its mission, vision, and goals.
• Be a liaison and point of contact between Precision Care Software and its customers.
• Help users use Precision Care Software effectively and efficiently.
• Help expand and increase customer usage of the software.
• Create and customize implementation plans for customer adaptation of Precision Care Software applications.
• Travel to customer locations, participate in trade shows, conferences, and sales and networking opportunities.
• Execute implementation plans successfully and completely.
• Maintain and analyze health checks of each customer to ensure customers are using the system efficiently and effectively.
• Provide opportunities for users to be trained in using Precision Care Software applications.
• Analyze a customer’s needs and evolve their usage of Precision Care Software to fit these needs.
• Coordinate and communicate effectively between the Customer Support and the Software Development teams.
• Test and understand new features and functions of Precision Care Software applications.
• Provide a means of notifying and training customers on pending updates and changes.
• Conduct regular customer reviews and usage statistics to understand their ongoing needs and identify potential problems and plan for expansion.
• Contribute to software design and development with in-depth knowledge of user needs and experience tempered with regulatory restrictions and requirements.
• Serve as an escalation point for customer inquiries, concerns, and escalations.
• Educate customers on new features, updates, and best practices.
• Manage customer projects, ensuring timelines and deliverables are met.
• Advocate for customers, communicating their needs to Precision Care teams.
• Work closely with sales and marketing teams to identify value and sale of professional services.
• Identify features and add-on services to increase customer billing.
• Perform other duties as assigned by supervisors.

• Excellent organizational and time-management skills with high attention to detail.
• Strong written and verbal communication skills.
• Self-motivated, resourceful, and able to work independently and as a team.
• Ability to multitask between various Account Manager tasks and duties.
• Must be able to prioritize and manage multiple tasks and deadlines.