Customer Service Representative - Bayamón, Puerto Rico - BrainHi

Descripción

Who are we

BrainHi team members have the opportunity to impact thousands of lives, every day, by promoting preventative healthcare in patients using technology. Our organization is made up of a dynamic team, based in Puerto Rico, Argentina, the United States and other parts of the world. We are committed to giving Hospitals and Medical Centers superpowers so they can delight their patients at every step. BrainHi has been awarded and recognized worldwide by organizations such as: Forbes, The New York Times, Y Combinator and el Nuevo Día for our growth and impact after being founded in 2017. Today BrainHi has served more than 1M patients and 1,000 doctors in Puerto Rico and the United States

A BrainHi Customer Success Representative creates strong long-term relationships with our customers. The Customer Success Representative's role is to onboard and own a portfolio of assigned customers, develop new business, up-sells and renewals, from existing customers and actively seek new sales opportunities.

Responsibilities

• Give the official welcome to new customers and gather key information required to complete the onboarding.
• Set up implementation timelines with the customers.
• Maintain and manage the implementation timelines given to the customers.
• Lead training sessions and guide users on their path to autonomy.
• Identify key users of the solution and build strong relationships with them.
• Participate in implementation calls with the customer's technical team.
• Set up third party integrations during onboarding.
• Help the customers set up the platform (virtual receptionist, appointment management, and the rest of the product settings).
• Review onboarding results with business' decision makers at the end of the onboarding process.
• Work directly with customers over phone, chat, email, and videoconference to troubleshoot the software.
• Be in charge of assigned customer's payments using our payment gateway system.
• Engage clients in the use of the solution by providing dedicated and tailored support which aligns with their strategic business goals.
• Create cases for issues and update customers on the cases' outcome.
• Serve as the lead point of contact for all assigned customers.
• Be the voice of the customer and provide internal feedback on how BrainHi's solution can be improved.
• Manage churn requests and inbound support inquiries.
• Contribute to a library of written and recorded support content and resources.

Requirements

• Excellent negotiation and presentation skills.
• Proven account management or other relevant areas.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent time and project management skills. You're always looking to improve inefficient processes.
• Keen attention to detail and adherence to deadlines
• English and Spanish proficiency

Benefits

• Medical Insurance
• Internet Allowance
• 401k
• Rewards Program
• Unlimited PTO/Vacations (restrictions apply)
• Annual Performance Review
• Christmas Bonus

BrainHi Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identification, transgender or bisexual status, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination of employment, layoffs, retirements, transfers, leaves of absence, compensation, and training.