Job Description

Customer Success Specialist

Novir is looking for a Customer Success Specialist who will serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders. Proactively communicate timelines, expectations, and next steps to ensure a smooth customer experience. Act as an advocate for customers internally, ensuring their needs and concerns are addressed promptly. The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills.

What You'll Do:

• Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners
• Develop and nurture strong relationship with assigned clients, acting as their main point of contact from onboarding through service completion
• Educate customers on Novir's OHS process, requirements, and best practices for driving successful clinics
• Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction
• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients
• Monitor account performance metrics, proactively addressing any issues or concerns
• Conduct regular check-ins virtually and in-person with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs
• Advocate for and represent the voice of the customer internally
• Proactively listens to customer needs, provides accurate information, and manages expectations while maintaining a solution-focused approach
• Ensure accurate and timely record-keeping of all client interactions in our CRM

Key Experience We're Looking For:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience)
• 3+ years' experience in client relations or management, preferably in a B2B environment
• Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment
• Strong understanding of proactive customer support strategies and best practices
• Experience working with CRM software and other relevant tools to manage and track client interactions
• Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable. Strong collaboration skills are important to the success of this position.

How Success Is Measured:

• Number of clinics scheduled
• Clinic participation
• Account Retention Rate
• Customer Feedback

Who You Are:

• You're Driven : You are a self-starter, but aren't afraid to ask for direction
• You're Analytical : You understand systems and reporting, and are able to critically analyze data
• You're A People Person – Customer service is at the core of everything you do, and you are a great partner both internally and externally
• You're Flexible : You are comfortable flexing outside your role, and thrive in a changing environment

Perks of Working @ Novir:

• Competitive total compensation offerings
• Generous paid time off policy
• Medical, dental and vision insurance, some of which is covered by the company
• Company provided Disability and Life Insurance
• A friendly office atmosphere in our office space near the University of South Florida
• Opportunity to build something incredible while being surrounded by intelligent, hardworking and motivated coworkers

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