About the role
Responsibilities • Own the customer journey from contract signing through implementation, launch, and ongoing success. • Take new customers live by configuring workflows, call forwarding, and integrations. • Build and improve AI agent behaviors, including prompts and escalation logic. • Implement new workflows as the product evolves. • Work with systems like athenahealth and Brightree for integrations, handling authentication and debugging. • Conduct onboarding calls and regular check-ins with customers to ensure satisfaction. • Investigate and troubleshoot issues, isolating problems and fixing them when possible. • Triage engineering issues with detailed context for efficient resolution. • Protect revenue by identifying churn risks and opportunities for account expansion. • Document recurring issues and create playbooks for future reference.
Requirements • 3+ years in implementation, customer success, or a technical account management role at a B2B software company. • Proven experience managing a book of customers or implementations independently. • Hands-on experience configuring software for customers, such as CRMs or workflow automation tools. • Strong spoken and written English communication skills. • Experience with telephony, healthcare software, or APIs and integrations. • Ability to troubleshoot technical issues effectively. • Strong organizational skills to manage multiple implementations simultaneously. • Willingness to work US business hours consistently.
Nice to Have • Experience in front-office or healthcare operations. • Familiarity with tools such as Linear/Jira, Stripe, and Slack. • Experience working at an early-stage or fast-moving startup. • Knowledge of AI agents or AI-powered workflows. • Proven ability to identify and close expansion opportunities with existing customers.
Benefits • Opportunity to work with cutting-edge AI technology in a rapidly evolving field. • Remote work environment with flexibility in your setup. • Professional development opportunities and growth within the company. • Collaborative team culture with a focus on innovation. • Access to learning resources and support for career advancement. • Engaging work that impacts real business operations.
About the Role • The role requires a proactive approach to customer success and a willingness to learn alongside the company’s evolving product offerings. • You will be the primary point of contact for customers, ensuring they get maximum value from our solutions. • This position is critical in retaining customers and enhancing their experience through effective implementation and support.
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