Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Supports customer success as a Senior Analyst managing technical issues and collaborating with Product Owners at Cardinal Health. Enhancing customer experience and application efficiency through backend solutions.
Responsibilities
- Assist frontline analysts with escalation and resolution of complex technical issues reported by customers
- Interact with Product Owners and Development Teams to become proficient with both business purpose and customer workflows as well as the backend technical architecture of our applications.
- Proactively develop and maintain technical knowledge in specialized area(s), remaining up to date on current trends and best practices
- Translate requirements, produce feasibility reports and design solutions to improve productivity and efficiency
- Manage flow of data between Cardinal Health, its customers and other 3rd Party vendors.
- Coordinate and report on project progress, obstacles and accomplishments to key Business and IT stakeholders.
Requirements
- 2-4 years of experience, preferred
- Bachelor's degree in related field, or equivalent work experience, preferred
- Must be flexible with being in office based on location or team needs
- Must participate in testing activities outside of normal working hours
- Must be willing to visit customer sites
- Windows OS (all versions) and Microsoft Office expert, preferred
- Hardware and Networking proficiency, preferred
- Experience with tablets and printers
- Understanding of DNS server and basic IP routing, preferred
- Windows Server (Server 2008 and up) familiarity preferred
- General knowledge of EDI
- Experience with healthcare or pharmacy workflows or IT software, preferred
- Experience with EMR / EHR, pharmacy management software, and/or healthcare billing software, preferred
- Ability to communicate free of technical language to the business and end-user
- Demonstrate strong analytical and project management skills
- Demonstrate IT knowledge and expertise in the areas being developed or enhanced
- Strong collaboration, multi-tasking, and organization skills
- Strong oral and written English communication skills
- Demonstrate thorough knowledge of the industry and trends
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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