About the role
We are seeking a motivated and customer-focused person to join our team as a Customer Success Associate. The ideal candidate will be enthusiastic about building strong relationships with our clients, ensuring their satisfaction, and driving value through our journey. This role offers an exciting opportunity to collaborate with cross-functional teams, make a meaningful impact, and contribute to the growth and success of our company. This job is for you if you're truly excited about improving the way people take care of their health.
What you’ll do
- Build and Maintain Customer Relationships: Develop a deep understanding of our clients' needs, goals, and challenges. Proactively engage with customers to foster long-term relationships, address inquiries, and provide support and guidance.
- Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition and successful implementation of our services. Provide training and educational resources to empower clients to maximize the value of our offerings.
- Customer Advocacy: Serve as the voice of the customer within Sofía, advocating for their needs and preferences. Gather feedback, identify opportunities for improvement, and collaborate with internal teams to drive product enhancements and process optimizations. In Sofía our soci@s always go first.
- Retention and Expansion: Monitor customer satisfaction and usage metrics, identifying potential risks and opportunities for upselling or cross-selling. Develop strategies to increase customer retention, expand accounts, and drive revenue growth.
- Resolve Issues and Escalations: Address customer concerns and escalations in a timely and effective manner, demonstrating empathy and professionalism. Collaborate with internal stakeholders to resolve issues, implement solutions, and ensure customer satisfaction.
- Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and key metrics.
What we’re looking for
- Bachelor's degree in Business Administration, Marketing, Communications, or related field.
- 2 years of experience in customer success, account management, or a commercial role.
- Strong interpersonal and communication skills, with the ability to effectively engage and influence stakeholders at all levels.
- Proven track record of building and maintaining customer relationships, driving customer satisfaction, and achieving business objectives.
- Excellent problem-solving and decision-making abilities, with a proactive and results-oriented mindset.
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.
- Ability to thrive in a fast-paced, collaborative Start-Up and adapt to changing priorities and deadlines.
- There are bonus points if you have knowledge of insurance companies or are familiar with medical topics.
