"Alerted.org

Job Description

We are seeking a motivated and mission-driven Customer Service/Client Success Manager to bring world class customer service delivery to our clients in the Healthcare SaaS space. You will be responsible for helping customers implement our client's software into their systems and drive adoption of the product. You will play a key role in optimizing the customer journey, managing escalations, and driving continuous improvement in service quality. The ideal candidate will be proactive, analytical, consultative, and ready to become a true subject matter expert on the product.

We are looking for someone high energy with strong customer facing experience who’s not afraid to take feedback. This person will be collaborating closely with the Sales, Development, and Leadership teams to discuss customer feedback, identify common trends through data analysis, and track KPIs. We are looking for someone who can come in and make an immediate impact. This role offers the opportunity to travel to trade shows and to customer sites for implementations & training.

Key Responsibilities

• Help Customers Implement software and drive product adoption.

• Develop and implement customer service policies, procedures, and KPIs.

• Manage escalated client issues with professionalism and urgency.

• Collaborate with Product, Sales and Leadership to resolve client concerns and improve the customer experience.

• Analyze support trends and customer feedback to identify areas for improvement.

• Up to 25% travel requirement to trade shows and client sites

This role pays between $80,000-100,000

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Bachelor’s Degree

• Excellent communication, conflict resolution, organization, and team management skills.

• 5 years of experience in customer service or client success

• Strong skills in Microsoft Office Suite, especially Excel

• Experience in SaaS or healthcare technology strongly preferred.

• Strong understanding of CRM and support tools (e.g., Zendesk, Salesforce, Intercom).