Customer Success Specialist

Key Responsibilities:

• Empathetic Customer Support:
• Offer tailored assistance to clients regarding system features, showcasing patience and understanding.
• Guide psychotherapists through EHR system nuances as our platform evolves.
• Serve as an empathetic liaison for all stakeholders, ensuring open channels of communication.
• Ensure documentation remains up-to-date, reflecting the agile nature of our business model.
• Lead Demonstrations and Trainings:
• Lead video demos and training sessions for potential and existing customers, showcasing key features, and serving as a resource for new clients.
• Determine needs of prospective customers and ability of the platform to meet needs, turning prospects into customers.
• Adaptive EHR System Support:
• Troubleshoot support questions within the evolving parameters of our EHR system.
• Understanding of HIPAA and other healthcare regulations.
• Foster feedback loops with team members for continuous EHR system improvements.
• Team Collaboration and Flexibility:
• Engage in open collaboration with our tight-knit team, contributing beyond rigid role confines.
• Communicate effectively with external partners, such as insurance providers, while representing our brand ethos.
• Embrace and adapt to rapid changes, providing solutions and feedback for business growth.

Who You Are:

• Detail-oriented with an ability to pivot tasks based on business needs.
• Fast learner, receptive to new tools, processes, and business strategies.
• Strong interpersonal skills, with a knack for clear and compassionate communication.
• Resilience and adaptability, thriving in a fast-paced, ever-changing start-up environment.
• Understanding and curiosity about psychotherapy, with a genuine desire to ease mental health professionals' operational challenges.

What You'll Bring:

• 3+ years of experience in the behavioral health field and familiarity with EHR systems.
• 2+ years of experience with end-user or technical documentation.
• Demonstrated ability in customer support roles, especially within start-up settings.
• Experience with managing a high volume of email and/or chat support tickets (preferred).
• Bachelor’s degree in Psychology, Health Administration, or related fields (preferred).
• Experience as a psychotherapist, counselor, social worker, or other helper role (preferred)

Additional Experience We'd Love:

• Experience working with mental health professionals
• Experience in a SaaS startup environment
• Experience working in a 100% remote environment