Customer Success Coordinator

About Us:

ReviveHealth is a U.S. based, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re a part of a high-performance team that has reinvented the health care experience and is driving the adoption of next generation virtual care our mission is to provide individuals with personalized direct access to behavioral health and emotional support. Our vision is to deliver a service model that responds to an individual’s circumstances, capabilities, and preferences. Our model emphasizes relationships and meaningful interactions focused on motivation, engagement, empowerment, conviction, and resilience.

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Key duties include:

We are seeking a proactive and detail-oriented Customer Success Coordinator (CSC) to join our dynamic team. The CSC will play a vital role in supporting our Customer Success Managers (CSMs) in delivering exceptional service to our customers. This position focuses on facilitating smooth program operations, assisting with the implementation of new programs and products, and ensuring the day-to-day service needs of our customers are met efficiently and effectively.

Duties

• Support and assist Customer Success Managers (CSMs) with daily tasks, ensuring seamless execution of customer engagement strategies and initiatives.
• Act as a backup for Customer Success Managers as needed, ensuring continuity of service and a seamless customer experience.
• Deliver exceptional service to customers, addressing inquiries and providing timely information.
• Document, edit, and maintain current Standard Operating Procedures (SOPs) to ensure clarity and consistency in operations.
• Download and consolidate data from multiple sources, prepare insightful presentations, and conduct basic analysis to support CSMs in decision-making.
• Input, review, and update customer profiles in the CRM database, ensuring all information is complete and accurate.
• Document customer interactions within the CRM to maintain accurate records and facilitate follow-ups.
• Develop and manage customer correspondence, including email templates, to streamline communication efforts.
• Assist in maintaining an organized library of program collateral and internal documents on the company SharePoint site.
• Educate and guide CSMs on using business efficiency tools to enhance workflow and productivity.
• Enter and submit Quality Assurance issues, contributing to the overall quality of service.
• Prepare materials and logistics for in-person meetings, such as Quarterly Business Reviews (QBRs) and End-of-Year meetings.
• Assist in the planning and coordination of customer events to enhance engagement and relationship-building.
• Pull and prepare data necessary for contract renewals, supporting timely negotiations.
• Gather and interpret data from various sources (e.g., CRM, spreadsheets, support tickets, survey results) to produce clear, actionable insights and presentations. Create concise reports that highlight trends, satisfaction drivers, and areas for improvement, helping the team prioritize actions to enhance customer experience and engagement.
• Work closely with other departments to facilitate communication and ensure alignment on customer needs and projects.
• Stay informed about product offerings and industry trends to effectively support customers and enhance service delivery.
• Identify and recommend departmental improvements to enhance efficiency and effectiveness.

• Associate’s or Bachelor’s degree in Business, Public Health, Clinical Support, or a related field preferred.
• 1-3 years of experience in administrative support roles is required.
• 1-3 years of experience in customer service or customer-facing positions is required.
• Proficiency in Microsoft Office Suite preferred; Word, Excel, PowerPoint and Outlook required.
• Familiarity with customer relationship management (CRM) software and data analysis tools.
• Proficiency with Microsoft Dynamics preferred
• Strong communication and interpersonal skills to effectively engage with customers and team members.
• Excellent organizational skills and attention to detail.
• Ability to work collaboratively in a team-oriented environment
• Strong problem-solving skills with the ability to think critically and adapt to changing situations.