Customer Success Specialist - Insurtech/Healthtech

This role is perfect for someone looking to transition from an underwriting or claims adjuster role, or who has experience working with customers in the insurance, medical, or legalindustries.

This is a remote-first role however due to our active client base in Ontario and quarterly on-sites at our HQ in Downtown Toronto, you must be based in Ontario to be considered for this role.

Who We Are:

We’re on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical records quickly using AI. Every week, we process hundreds of thousands of pages of records, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly.

We’re specifically looking for a Customer Success Specialist who will roll up their sleeves and support our customers. As a key member of the Customer Success Team the specialist will assist in the design and fully execute on the customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.

Objectives of this role:

• You'll champion the power of our platform and put your expertise to the benefit of our customers as their primary point of contact
• Maintain existing customer-success metrics and data and utilize this data to grow our customers to be growth their business with us
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Own the relationship with customers including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

What you will do:

• Account Management:The Customer Success Specialist will be responsible for managing customer accounts, including resolving customer issues and managing customer expectations.
• Customer Retention:This role requires identifying and addressing potential customer churn, and implementing strategies to retain customers and build long-term relationship
• Data Analysis:This role requires analyzing customer data to identify trends and opportunities for improvement, and to provide insights to customers on how they can optimize their use of Wisedocs products and services.
• Cross-functional Collaboration:The Customer Success Specialist will work closely with other teams within the organization, such as product development and sales, to ensure that customers receive the best possible experience.
• Customer Engagement:This role requires proactively engaging with customers to understand their needs and to ensure they are fully utilizing Wisedocs’ products and services to meet their business objectives.
• Onboarding and Training:The Customer Success Specialist will be responsible for helping new customers get started with Wisedocs’ products and services and providing ongoing training and support. You will also be able to assist in the creation of job aids and knowledge base articles to support our customers

Your strengths and experience

• Analytical and process-oriented mindset
• Strong skills in verbal and written communications and the ability to build and grow strong relationships
• Must have a good working knowledge of medical documentation and terminology, as well as experience in the interpretation of why those forms are important and how they will be used
• 1-3 years of experience in the insurance industry or related
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• B2B SaaS experience is a plus
• Relevant Education or Continuing Education in Health / Sciences, such as: Medical training, Medical Terminology, Occupational Health, Disability Management, or Paralegal continuous education