Customer Success Associate – Remote, U.S.

Customer Success Associate

A TEAM OF DIFFERENCE MAKERS:
At Author Heath, we are dedicated to a field-based, home-based care model, ensuring we meet our members right where they are, in their homes, and their communities. We are seeking professionals who are willing to go the extra mile to connect with our members in a high-tech environment where we are there at all times assisting the members. We value non-judgmental, respectful, and empathetic interactions, aiming to meet the unique needs of each member. Immerse yourself in the realm of specialized care at Author Health. Our primary mission is to deliver outstanding care for seniors battling with serious mental illnesses (SMIs) and substance use disorders (SUDs). We are committed to making a significant impact in the lives of our most vulnerable population. With our advanced technology, our members can enjoy a stress-free experience as we provide all the necessary services. Join us in our mission to revolutionize healthcare.

We are seeking a Customer Success Associate to work within Partnership Strategy and Success to support our partnerships with primary care providers. A successful teammate will be highly motivated, relationship-driven, skilled at building and maintaining trust, and will be comfortable interfacing with leadership, doctors, administrators, and local organizations in support of partnership management and patient care.
Our team is hard working and genuinely dedicated to helping to improve the lives of people with mental health conditions, and we are excited to welcome a Customer Success Associate to help enable successful partnership with primary care partners to maximize our impact on whole-person patient care.
WHAT IS YOUR SUPER POWER?

• Support the Partnership Strategy and Success team with a customer-centric mindset, as we scale our current operations while maintaining an exceptional level of service
• Own the problem-solving pipeline, helping to triage questions that will provide exposure to many teams across the organization
• Support the Partnership Strategy and Success team with creation of materials and analysis required for in-person partner visits, conferences, and other business development or customer success activities
• Support Partnership Strategy and Success with partner implementation at PCP groups, including site visits, technology set-up, trainings and education, and more
• Identify opportunities for customer success process improvement, from identification of opportunities through to execution and analysis
• Identify areas of opportunity for additional communication across internal and external stakeholders
• Support the distribution of external reports for our partners, including partnering cross-functionally with data/product teams to build and optimize these reports
• Able to work successfully in a remote environment, with cross-functional teams

WHAT WE ARE SEEKING:
Education/Experience:

• Bachelors degree preferred
• 1-3 years of customer success experience required, preference for experience within healthcare, specifically behavioral health and/or primary care
• Additional experience in sales, customer success, customer experience, hospitality, or project management preferred
• Bilingual (Spanish-English) or (Haitian Creole-English) strongly preferred

Knowledge/Skills/Abilities

• Customer-facing experience improving experience, addressing concerns or questions, managing difficult situations, solving problems, articulating the value of services to encourage people to engage with a product or service
• Demonstrated track record for creativity and thinking outside of the box to help address barriers in processes or client engagement
• Experience identifying and escalating concerns to leadership and implementing solutions to address customer problems
• Experience working on a multidisciplinary team with clinicians and non-clinicians, patient facing caregivers and external organizational leadership
• Analytical skillset and experience ingesting, cleaning, and translating data to build reports and answer key business questions
• Confident and poised presenter, skilled at written and verbal communication
• Organized and structured thinker with the ability to influence and communicate with all levels of the organization, internal and external partners
• Comfortable working in a start-up environment, adapting to priorities and demonstrating positive change management skills, and experience prioritizing various initiatives to ensure deadlines are met

WHAT WE OFFER:

• Retirement savings plan (401k) Plan up to 3.5% company match
• Low cost benefits package for employee and dependents ( medical/ dental/ vision/ STD/ Life Insurance)
• Paid vacation
• Paid sick leave
• 9 paid holidays throughout the year with (2) additional flex holidays .. 11 in total!
• Performance-based bonuses
• and more!

This behavioral health new company is committed to a diverse and inclusive workplace. It is the companys policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individuals race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. The companys policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or a reasonable accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance and no applicant will be penalized as a result of such a request. In accordance with applicable legal requirements such as the San Francisco Fair Chance Ordinance Newco will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Healthcare setting:

• Clinic
• Medical office
• Outpatient
• Private practice
• Telehealth

Medical specialties:

• Geriatrics
• Primary Care
• Psychiatry

Schedule:

• Monday to Friday

Work Location: In person