Customer Success Specialist - Up to $2,000 Sign-on Bonus!
HybridBoston, Massachusetts, United States
Job Summary
Maintain and update family information in the CRM system, ensuring accuracy for internal teams. Organize and oversee customer onboarding, renewals, and follow-up schedules to ensure timely service delivery. Generate and analyze reports on customer engagement, satisfaction, and retention metrics to inform team strategies. Create clear documentation for workflows, FAQs, and support resources. Manage family requests, escalations, and follow-ups, routing issues to appropriate team members for prompt resolution. Identify opportunities to improve operations and propose efficient solutions to optimize workflows. Work closely with sales, clinical, and product teams to ensure seamless communication and alignment of administrative processes.
Required Qualifications
- Strong organizational and multitasking skills with excellent attention to detail
- Experience in administrative support, customer success, or operations roles
- Ability to create and manage reports, dashboards, and performance metrics
- Excellent communication skills, both written and verbal
- A proactive approach to problem-solving and process improvement
- Familiarity with customer service principles and a strong commitment to supporting internal and external stakeholders
- Strong organizational skills with the ability to manage multiple tasks and priorities
- Self-motivated and proactive in identifying and solving problems
Desired Qualifications
- Bilingual, fluent Spanish and English is a plus
- Familiarity with MassHealth programs is a plus, but we can certainly teach you the ropes!
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