User Success Specialist

Boston, MA
Operations
Full-time
User Success Specialist
Boston, MA

PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold – to build a national care coordination network that allows providers to put patients at the center of their care.
 
Job Description:
We are currently seeking qualified candidates with 0-1 years of experience for a full-time User Success Specialist in our Boston office. This position will work directly with PatientPing’s end-users (front-line healthcare staff) and customers (their managers) to provide an excellent support experience. The User Success Specialist will own managing and resolving incoming product and account questions and drive process improvements to scale this service dramatically over the next few years at the PatientPing user community grows.
 
What You Will Do:
•Serve as the user’s primary point of contact for the issue and own resolution from start to finish even when involved across multiple teams is required for complex issues
•Be trusted to exercise judgment to deliver superior customer service: follow proven tactics where available and think creatively when new issues are presented
•Apply listening techniques and frameworks to quickly triage what the customer needs and how to deliver the optimal personalized resolution
•Develop a mastery of PatientPing’s products as a User, including basic and advanced features and new functionalities as they are deployed
•Detect patterns across issues and contribute to root cause solutions
- Provide end user trainings to support the PatientPing Market Operations team, ensuring smooth, sustainable, and cohesive user experience as the PatientPing product evolves 
•Build a world-class training program for future hires as the team expands
 
The KPIs this role will be responsible for include:
•Prompt resolution of inbound issues per agreed upon SLAs; avoid recurrence of the same issue; minimize escalation to Technical Support Specialists
•End-user and customer satisfaction, measured through a quarterly NPS survey
 
What You Need:
•Ability to be an analytical problem solver with a unique ability to “think on your feet”
•Ability to communicate professionally verbally and in writing to technical and non-technical audiences (internally and externally)
•Willingness to learn software platforms (e.g., HelpScout, Salesforce, Zeppelin, JIRA)
•Ability to thrive in an energetic, fast-paced and collaborative environment
•Interest in healthcare technology is preferred

This position is based in PatientPing’s Boston headquarters and does not require any travel.

What You Get: 
•Be on the ground floor of a rapidly growing company with many opportunities to expand the role and responsibilities 
•Have the autonomy to build something with an enthusiastically supportive team
•Learn best practices from world class investors and advisors
•Become an expert on healthcare delivery system transformation, and work closely with the country’s most innovative health systems
•Receive cash and equity compensation with health, dental, and other benefits