• Customer Success - Care

    Job Locations US-NJ
    Posted Date 3 weeks ago(6/1/2018 5:21 PM)
    ID
    2018-1145
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Nuvolo is revolutionizing service management for the healthcare industry. Our flagship enterprise asset management (EAM) platform allows healthcare providers to embrace the transformational power of modern, cloud-based service management.  Built on ServiceNow, Nuvolo is designed to meet the growing demands of healthcare as an asset-intensive industry.  As an extension of our next-generation EAM platform, Nuvolo also provides a facilities and integrated workspace management (IWMS) capability for healthcare providers.  Our platforms deliver improved operational efficiency, higher service levels, better patient, employee and facilities safety and lower costs. 

     

    We are looking for Customer Success Representatives to interact with our customers and their end-users to gather feedback on our product usability.  Nuvolo’s primary healthcare user community is comprised of Clinical and Facilities Engineers and key leaders in IT, Finance and Operations. The key objective is to be able to bring the customer feedback to improve our product and services and in the same token provide the solutions required for our customers to enable them to reach their goals.  As a critical resource to the end user community, the Customer Success Representative will be responsible for actively listening, documenting feedback and requirements, and functional end user training delivered primarily remotely.  The goal is to open up communication channels and facilitate rapid response on questions and issues during early stage deployment. This role will work closely with our Customer Care, Product Management and Innovation Teams to ensure a continuous feedback loop from our end user communities. 

    Responsibilities

    • Serve as key member of our global Customer Care Team
    • Work across our global customer’s end users
    • Serve as a key ambassador for Nuvolo with our new end users
    • Develop end user relationships that promote loyalty, brand development and retention
    • Understand the platform functionally inside and out
    • Educate end users on capability and flexibility of our platform
    • Work with end users to ensure satisfaction with the platform and mobile experience
    • Receive input and data on how to improve and identify common areas of dissatisfaction
    • Analyze end user data with other key departments to identify best practices
    • Provide functional product support including navigation and enablement for key tasks
    • Support development and documentation of customer success best practices
    • Assist end users with understanding the optimal ways to utilize the platform
    • Create an open and sustainable communication channel

    Qualifications

    • Excellent customer management
    • Exceptional interpersonal and communication skills
    • Ability to build meaningful relationships with end user community
    • Advanced problem-solving skills
    • Technically inclined and willingness to expand technical knowledge
    • Highly organized, self-driven and eager to interact with end users on a daily basis
    • Ability to provide an exceptional customer success experience
    • Professional communication skills required for enterprise clientele
    • Ability to work well under pressure
    • Ability to find creative solutions to challenging problems
    • Desire to excel and grow within the organization
    • Bachelor’s Degree or equivalent

     

    Be part of an inspiring team using innovation and the cloud to change how business is done and where you are valued as both an individual and employee. Diversity is a core value and we provide a welcoming environment for employees of all backgrounds and life experiences. We offer generous compensation and benefits, including paid vacation, personal and sick days and an employer-matched 401(k) and incentive stock option plan. Define your own career path with flexible scheduling, better work-life balance and employer-sponsored training.  Even choose to make a difference through our volunteering and community services initiatives.  Nuvolo has a passion for excellence and we are looking for talented individuals who share that same passion to join our team!

     

    Nuvolo is an equal opportunity employer.   

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