Reporting to: Sr. Director, Customer Experience
KEY RESPONSIBILITIES
Act as a primary point of contact and key first success champion for assigned customers
Onboard new practices and anticipate challenges and questions customers may have during their onboarding
Understand and explain features and benefits of the product line as it relates to customer needs
Manage escalated customer cases, ensuring that accurate resources are leveraged, monitoring time to resolution, mobilize resources/training, advocating bug fixes, and in general doing everything possible to ensure a speedy resolution to issues
Evaluate and analyze customer business objectives and challenges and present a solution for customers to become successful with the CareCru platform
Maintain all aspects of the technical relationship by working directly with the Technical Support team to troubleshooting possible issues, filing and advocating for enhancements, partnering with product & engineering in preparing for new releases and rollouts, and otherwise participating in the overall maintenance and support of customer accounts
Educate customers on upcoming product releases and enhancements
Think outside of the box and provide strategic input for growing our customer base
YOU WANT TO TALK TO US IF…
You’re thoughtful, empathetic, and naturally extroverted
You love technology and working in a SaaS business
You bring enthusiasm, a strong work ethic and a positive attitude
You are action oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders
You have a track record of success in building customer relationships at multiple levels of a clients’ organization
You are comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts
You are highly ambitious and motivated by disrupting the norm
You have a sense of humor and take your profession seriously, but not yourself
You are all about constructive feedback – you can dish it out and you can take it
You thrive in the frenetic energy of a startup
ABOUT CARECRU
CareCru is a Self-Driving, growth platform that is changing the dental space. We grow, measure, and manage practices — on autopilot. We are an ambitious team of no-nonsense risk-takers that thrive in a low structure, swing for the fences culture. We are positive, passionate, and a lot of fun to work with. Constantly striving to be the best in the world at what we do, we take no shortcuts in building an exceptional platform that is both value-driven and enjoyable for our customers to use.
Requirements
Fluency in English and French
1-2+ years of dental practice experience
2-3+ years of technical support experience in SaaS company
2-3+ years of account management experience in SaaS company
Strong communication skills—both written and verbal
Excellent interpersonal skills and ability to work well in competitive team environments
Proficiency with:
Windows 10 operating software
SQL, HTML, CSS
Preferred candidates will have demonstrated experience in:
SQL, HTML, CSS
Google Analytics and Tag Manager
Supporting SaaS platforms
Understanding of dental and the way a dental practice operates and grows
Experience with startups, small businesses, and/or the entrepreneurial scene
Zendesk, ClickUp and Microsoft Office experience
Exceptional English and French speaking and writing proficiency
Benefits
PERKS & OPPORTUNITIES
Competitive salary and bonus structure
Stock options
Opportunity to work proven leadership with successful startup experience
Excellent benefits package including health, dental and vision
Strong growth will lead to many opportunities to grow within the company
A great entrepreneurial team that works hard and has fun doing it
Remote work-from-home
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