The Role: The Customer Success Specialist begins working with our clients as soon as the ink is dry. You set the pace (time and attitude) for the entire implementation cycle. Requirements development, data collection, software configuration, and a guided journey through the technical go-live process all fall under your direction. S/he will then provide training and ongoing support to our clients, ensuring that they have a delightful experience with both our people and our software. This highly visible role is perfect for someone who has the following interpersonal strengths: the ability to persuade and build consensus; above all else you are an excellent communicator (both written & oral), detailed in approach and documentation, the confidence to work with C-suite executives while fostering engagement with all levels of customer staff; and, the desire to help a growing company realize its vision of improving healthcare delivery. If you are passionate, enjoy the challenge of solving complex problems, love people, and are comfortable with change – you will fit in great with our entrepreneurial culture. Position Objectives:
•Methodically and proactively guide clients through the onboarding, configuration and training process. •Follow Project Management principals and guidelines to take customer live within the defined timeframe and budget •Achieve a 95% customer satisfaction rate with the Hybrent experience •Use creative problem solving, analytics, best practice development and onsite observations to help customers identify and overcome barriers to meeting success metrics •Coordinate efforts of key customer stakeholders and Hybrent resources (Data, IT, Sales, CS) to ensure customer is set up for long term success. You own the result. •Bridge the gap between customer feature needs/request and our Product Development team •Constantly look for ways to enhance and improve upon the experience we provide to our customers as well as find new efficiencies in our internal processes. •Be the most proficient and advanced user of the Hybrent Platform. •Drive long-term partnerships with clients based on trust and respect •Develop a deep understanding the healthcare ecosystem, our clients’ initiatives, and our products role in meeting those initiatives. About You: •Excellent communication skills – External/Internal & Verbal/Written •Driven, passionate and motivated. Self-starters only! •Able to self manage and take initiative where it maybe needed to deliver the stated goals •Calm under pressure and ability to work with not very technology savvy customers •Accountable- You always follow up and follow through. Pursues work with energy and drive; takes personal ownership for results. •Technology savvy. Understand SAAS products and experience working with excel like tools •Customer Centric- Takes ownership in ensuring a positive customer experience. Investigates and takes actions to meet customer's current and future needs. •Drives to effective resolution- Continually focuses on achieving positive, concrete results. Consider it done attitude
About Us: Hybrent’s software brings intelligence and operational efficiency to the manual supply chain management of surgery centers and physician offices. Our automation features dramatically reduce time wasted on non-value adding administrative burdens. Our procure-to-pay solutions help providers control and contain their rising costs. We save providers time and money – delivering an immediate ROI.
Compensation: Stock Options. 40K-65K Salary commiserate with experience. Bonus.
Desired Skills & Experience: •2-5 years of successful and referenceable job performance (Healthcare or Technology Strongly preferred – Software-as-a-service experience is a huge plus) •Looking to leapfrog the traditional career ladder by control your own learning trajectory •Quick learner of new products and technology •Clinical or Supply chain experience is a plus (If you are an RN or MA who is interested in the business side of healthcare, great!)
Hybrent is an ASC focused supply chain and business analytics company. Through a single interface, Hybrent allows the ordering of all the supplies that your centers use everyday. On the backend, because we are collecting all the data up front and through our preference card application, we can provide accurate and timely case costing and benchmarking of your procedures.