Customer Success Operations Specialist

Job Summary:

The Medefy Customer Success Operations Specialist ensures that the CS team operates effectively and efficiently on a macro level. Works with the team to ensure CS initiatives are carried out by optimizing CS workflows and digital tools to be scalable and the most appropriate to fulfill their work.

About our awesome company, Medefy...

Medefy (www.medefy.com) is a healthcare SaaS company headquartered in Tulsa, OK. We’re proud to be Oklahoma’s #1 fastest-growing company and rated by Inc. Magazine as the 37th fastest-growing tech company and the 288th fastest-growing company overall in the USA…and our story is still being written!

Healthcare is only getting more complicated, and more expensive, for employers and their employees. This is where Medefy comes in. We’re on a mission to eliminate the stress on hard-working families caused by an impossible to navigate healthcare system. All while saving them, and their employers, a significant amount of time and money.

We need your help to further our mission!

Job Duties & Responsibilities:

• Supports the team with customer reporting.
• CRM management
• Analyzes data to drive insights.
• Tracks KPI's
• Develops, deploys, and tracks customer feedback surveys to work to improve the customer experience.
• Updates CS systems to drive productivity.
• Performs other duties as assigned.

You must have at least the following:

• Associate degree OR comparable experience
• Minimum of 2 years of experience in Customer Success, Customer Support, or Sales Ops with proven Operations or Technical capabilities
• Time management and multitasking skills
• Strong organizational skills and attention to detail
• Good analytical skills with the ability to identify and correlate metrics relevant to customer goals to drive Customer Success and contribute to the efforts of the entire team
• Good communication, emotional intelligence, and empathy skills
• Experience monitoring internal team processes
• Experience monitoring customer metrics and activity
• Good reporting skills
• Experience communicating and reporting operational data to internal teams and higher-ups
• Ability to quickly learn and perform in new software environments

It would be great if you have:

• Relatively tech savvy (we are a SaaS company after all)
• 2+ years’ experience in any of the following areas: health insurance, employee benefits, insurance brokerage, HR, telemedicine, general healthcare
• Problem-solving and critical thinking abilities to find creative solutions to complex issues clients and CS team may be facing.
• Automation and playbook setup, automating tech-touch

Supervisory Duties: No supervisory duties.

Travel Requirements Percentage: Up to 20% may be required.

Physical and Mental Requirements:

• Occasionally move inside the office to access file cabinets, office machines, etc.
• Prolonged periods of being stationary at a desk and working on a computer
• Communicating with others to exchange information via typing
• Must have close-range clarity of vision with or without corrective lens
• Ability to simultaneously address multiple complex problems; Multitask without loss of efficiency or accuracy, able to perform duties from multiple sources
• Interact appropriately with a variety of individuals including customers, clients, and vendors and under adverse circumstances
• Must maintain regular attendance and be punctual
• Must be able to exercise independent judgment and make sound decisions

What do we have that you want?

We get to change lives…every day!We have an amazing team dedicated to helping people get the healthcare they need out of a system that regularly takes advantage of them – at a price they can afford. Seriously, dedicated is an understatement. We work in a fun, easygoing (but still fast paced) environment and get to work together in one of the most powerful healthcare software platforms in the world. We all have a burning desire to use that platform to help others with their healthcare challenges and we keep an open mind for new methodologies to accomplish our mission. We want you to want to be here, so we also offer competitive pay and benefits packages and an amazing culture!

**Job description is not a comprehensive listing of all the activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.