Customer Success Specialist

Essential Duties and Responsibilities:

1.     Customer Relationship Management: 

• Establish and nurture strong relationships with assigned customers, serving as their primary point of contact. 
• Understand customers' unique business needs and challenges, and proactively provide the customers targeted insights and updates to maximize their success with LighthouseAI. 
• Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance. 
• Proactively monitor customer usage of LighthouseAI to ensure early detection of any issues that may be deterring the customer from reaching maximum value from LighthouseAI due to unexpected lapses in usage. 
• Proactively reach out to SaaS customers on a monthly basis to encourage engagement and feedback 

2.     Customer Success Strategy: 

• Collaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis. 
• Monitor key customer metrics, track usage patterns, and identify opportunities for enhancing customer value and product adoption. 
• Weekly monitoring of customer usage report to detect and address any indications of lack of customer usage of LighthouseAI to proactively take action to ensure a customer’s satisfaction of the software 
• Lead monthly meeting with a cross functional team to provide an overview of customer usage trends and escalation of any indicators of decreasing customer usage/satisfaction. 
• Coordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days post onboarding. 

3.     Product Feedback and Enhancement: 

• Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests, ensuring continuous improvement and alignment with customer needs. 
• Weekly reports to Product Management and Marketing on any updated insights 
• Act as a liaison between customers and the product management team, conveying customer requirements and preferences. 

4.     Renewals and Upsells: 

• Proactively identify and share opportunities for upselling and expansion based on customers' evolving needs and usage patterns. 
• Collaborate with the sales team to drive successful contract renewals and upsell initiatives. 

5.     Process Maintenance 

• Create, revise, and maintain all SOPs for departmental reference. 

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company and/or it’s clients.

Work Experience Qualifications:

• Knowledge of pharmaceutical state licensing requirements (experience in regulatory compliance, licensing, or credentialing is a plus).
• Strong analytical mindset with keen attention to detail and problem-solving skills.
• Tech-savvy and comfortable learning new software applications quickly.
• Ability to document findings clearly and communicate effectively.
• Prior experience with data validation, quality assurance, or regulatory compliance is preferred.

Other Qualifications:

• Ability to identify patterns, inconsistencies, and data-driven insights.
• Comfortable working in a dynamic environment where software is still being tested and refined.
• Self-motivated individual who takes ownership of their projects with minimal supervision
• Microsoft Office suite competency including Excel, Word, and PowerPoint
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Maintain excellent verbal, writing, and language skills.

Compensation:

• Salary Range: $70,000 - $80,000

Benefits:

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays