Coordinator, Customer Success

CHESS Health, located in Rochester, NY, is a healthcare technology company dedicated to delivering evidence-based digital solutions for substance use disorder and mental health conditions. They are seeking a Customer Success Coordinator to support customers throughout the implementation lifecycle and manage multiple projects in a fast-paced environment.

Responsibilities

• Ensure referrals are being attended to
• Outreach to and/or call customer contacts and advise them to process their referrals
• Educate customers on importance of processing referrals in timely manner
• Explain process for sending, receiving, and processing referrals (including refresher training)
• Assist with building/setting up staff and entities
• Create Quick Enrollment Links and submit requests to customize Connections App collateral with QR-Codes
• Attend customer implementation meetings, produce quality recaps, and attend to actions items resulting from meetings
• Utilize Enterprise Analytics tool to produce analytics/reports on various utilization metrics and review with CS team members to identify follow-ups
• Work with Onboarding team to schedule customer onboarding sessions
• Support project management milestones, tasks, subtasks for eIntervention and eRecovery projects, using our implementation methodology
• Work within our ZOHO Project tool to keep customer workplans updated
• Assist CS team members with documenting project decisions, objectives, goals, workflows, pre-go-live checklists, LIVE dates, SFDC updates, etc
• Assist with handling marketing tasks related to CS project implementations (press releases, case studies, webinars)
• Write-up product enhancements, as needed
• Work within our ZOHO Desk tool to handle customer support inquiries
• Other miscellaneous responsibilities as assigned and needed to support the business

Skills

• Excellent organizational and problem-solving skills required; academic and/or professional experience successfully managing group projects is a plus
• Excellent written and verbal communication skills with ability to work collaboratively within a matrix environment
• Creative, innovative, resourceful, self-directed strategic thinker who thrives working in a fast-paced environment, can navigating ambiguity, and maintain a sense of urgency
• Ability to quickly develop a deep understanding and full knowledge of new solutions and technologies
• Proficient with Microsoft Office Applications, including previous academic and/or professional experience
• Bachelor's degree is required
• Some experience in a customer facing role is preferred. Candidates with some experience may be considered for the title: Senior Customer Success Coordinator

Benefits

• Company-paid employee health plan option effective your first day of employment

Company Overview