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Customer Advisor
| Company | hhaexchange |
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| Location | Miami, FL, USA |
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| Salary | $65000 – $75000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- At least 2+ years of proven experience retaining customers within SaaS platforms, with a strong background in customer service in a call center environment.
- Excellent customer service, communication skills and proficiency in Salesforce Service Cloud, Gainsight, Microsoft Office, Jira, AWS
- Strong Analytical and Problem-solving skills with the ability to identify technical issues, analyze root causes, and provide actionable solutions to improve customer care performance.
- Proven interpersonal, collaborative, and relationship building skills.
- Passionate about customer service and delivering value to customers.
- Strong organizational skills and ability to manage priorities and workflow.
- Teamwork approach, enthusiasm, and a strong desire to succeed!
Responsibilities
- Ensure customer success through engagement, adoption and ensuring customer’s fully realize the value of HHAeXchange products.
- Build relationships with customers to identify opportunities, effectively hitting monthly goals.
- Responsible for the ongoing health of customer relationships.
- Proactively manage high-support ticket customers by identifying and addressing recurring issues through collaboration with technical teams.
- Collaborate closely with the Interoperability team to resolve billing and process-related issues for customers experiencing high rejection rates.
- Proactively identify and work with customers who have low adoption and/or training metrics to ensure they understand and utilize the full scope of the product.
- Uncover the true business needs, pain points, and challenges that our clients are facing.
- Drive customer retention initiatives by proactively identifying at-risk customers by monitoring engagement and satisfaction metrics.
- Partner cross-functionally with product, marketing and finance to ensure the continued success of your customers.
- Provide insightful feedback from prospect conversations to product, sales, and marketing leadership.
- Assist with challenging customer requests or issue escalations as needed.
- Work with customers to ensure benefits realization and proactively promotes new solutions.
- Track and measure ongoing client activities to optimize performance.
Preferred Qualifications
- Bonus: Experience working with clients in the healthcare or homecare industry
