Customer Success Expert, Remote

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Customer Success Expert, Remote

RBCx is a new kind of business – one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives – to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators – a distinction that only three Canadian companies received – is proof of our deep commitment to innovation.

What is the opportunity?

Dr.Bill is a rapidly growing Medical Billing Software Company that services physicians throughout Ontario, British Columbia and Alberta, Canada. Our web and mobile applications are designed to support physicians through their medical billing journey, helping them spend less time on claim submission and more time with their patients. The Customer Success Expert role will require daily ownership of incoming and outgoing customer communications, troubleshooting technical and account related issues and various other clerical tasks as needed. This role requires support hours of 9-5 PST and is subject to change as required.

What will you do?

• Troubleshooting and resolving customer technical issues
• Own the overall relationship and communications with 3000+ Dr.Bill users daily through email, live chat and phone. This includes managing client on-boarding, general account and application questions, ensuring customer retention, and maintaining high levels of customer satisfaction.
• Support the creation of customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Other duties and responsibilities as required.
• Communicate effectively with both internal and external teams to understand customer needs, maximize retention and growth, and communicate with our users effectively.
• Assist with management of customer subscriptions, marketing promotions and sales initiatives.

What do you need to succeed?

• Excellent communication and interpersonal skills, with proven ability to work effectively both independently and as a positive contributor to the team.
• Excellent time management skills and ability to prioritize tasks
• Strong detail orientation and ability to multitask and work in a fast-paced environment to manage priorities.
• Strong computer skills and the ability to adapt to different IT systems.
• At least 2 years customer success experience using a CRM tool

Nice to have:

• Intercom Experience
• Medical Billing Experience
• Experience working with sensitive documentation in a highly regulated environment

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Leaders who support your development through coaching and managing opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• A world-class training program in financial services
• Ability to make a difference and lasting impact
• Flexible work/life balance options

Job Summary

Address:

VANCOUVER, British Columbia, Canada

City:

CAN-BC-VANCOUVER, CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Personal and Commercial Banking

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2023-08-02

Application Deadline:

2023-08-31

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.