Client Success Specialist

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Sarnova

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏥 Healthcare

🤝 B2B

☁️ SaaS

💰 $500k Venture Round - Sarnova on 2009-12

Healthcare • B2B • SaaS

Sarnova is a healthcare-focused distribution and services company whose family of businesses (including Bound Tree Medical, Tri-anim Health Services, Cardio Partners, and Digitech) supplies products, equipment, services and technology across the emergency medical services (EMS) and acute care continuum. For nearly 50 years the group has distributed more than 100,000 health and safety products to EMS providers, hospitals, schools, businesses and government agencies, and also provides respiratory/anesthesia/critical care solutions, AED sales and program management, CPR training, and a cloud-based EMS billing and business intelligence platform. Sarnova is a portfolio company of Patricia Industries/Investor AB.

📋 Description

• Serve as the primary Point of Contact (POC) for client interactions within the Select Client Segment • Assist with resolving client issues and escalate to appropriate Digitech staff or BPO partners as needed • Receive and enter client interactions into the Jira Service Desk ticketing system • Manage all client inquiries received primarily through the Jira Service Desk • Resolve and track client requests using the Jira Service Desk • Collaborate with internal team members and assigned BPOs to address and resolve tickets • Work with clients to develop processes that enhance their business model and increase revenue (e.g., charge structure reviews, trip imports) • Monitor contract terms and renewal dates • Understand Digitech’s roles and responsibilities for obtaining key information related to client inquiries • Capture and store important documents in the client Customer Record within the NetSuite platform • Monitor OEMS license dates, renewals, and regional industry factors affecting clients • Adhere to HIPAA and compliance requirements • Prioritize work effectively and operate independently • Maintain cooperative and productive relationships with assigned clients • Adhere to all Digitech HIPAA privacy policies and procedures; this includes always maintaining the confidentiality and security of sensitive patient information • Ensures consistent adherence to company attendance policies • Additional job duties as assigned

🎯 Requirements

• Education: High School Diploma or Equivalent required • Must be able to interact well with all levels of a client’s organizational structure, including administrative, leadership, and operational personnel • Should be comfortable learning and utilizing Jira Service Desk features, particularly those relevant to the Select Client Segment Team • Must be proficient in the use of Microsoft Office 365 • Customer service experience strongly preferred • Strong oral and written communication skills • Intermediate computer skills, including working knowledge of Microsoft Word, Excel, and Outlook • Customer-oriented attitude with strong interpersonal skills • Strong organizational skills • Ability to work in a fast-paced environment • Strong problem-solving skills • Understanding of HIPAA • Ability to work independently to manage all types of client interactions via Jira, email, and verbal communication • Ability to manage a high volume of client interactions and systematically follow up on inquiries by keeping the ticketing system updated and current • Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

🏖️ Benefits

• 401(k) Plan