Client Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main Point of Contact (POC) for client communications within the Select Client Segment.

• Assist in resolving client issues and escalate them to the relevant Digitech staff or BPO partners as required.

• Receive and input client interactions into the Jira Service Desk ticketing system.

• Handle all client inquiries received mainly through the Jira Service Desk.

• Resolve and track client requests utilizing the Jira Service Desk.

• Collaborate with internal team members and designated BPOs to resolve tickets effectively.

• Work with clients to develop processes that improve their business model and boost revenue (e.g., charge structure reviews, trip imports).

• Monitor contract terms and renewal timelines.

• Understand Digitech's roles and responsibilities in obtaining essential 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 impacting clients.

• Comply with HIPAA and other regulatory requirements.

• Prioritize tasks efficiently and work independently.

• Maintain cooperative and effective relationships with assigned clients.

• Follow all Digitech HIPAA privacy policies and procedures, ensuring the confidentiality and security of sensitive patient information at all times.

• Ensure consistent compliance with company attendance policies.

• Perform additional job duties as assigned.

⛳️ Requirements

• Education: High School Diploma or Equivalent is required.

• Must be capable of interacting effectively with all levels of a client’s organizational structure, including administrative, leadership, and operational staff.

• Should be comfortable with learning and utilizing Jira Service Desk features, particularly those pertinent to the Select Client Segment Team.

• Must be proficient in Microsoft Office 365.

• Customer service experience is highly preferred.

• Strong oral and written communication abilities are essential.

• Intermediate computer skills, including a working knowledge of Microsoft Word, Excel, and Outlook.

• Customer-oriented mindset with strong interpersonal skills.

• Excellent organizational skills are necessary.

• Ability to thrive in a fast-paced environment.

• Strong problem-solving capabilities.

• Understanding of HIPAA regulations is important.

• Ability to work independently to manage various types of client interactions via Jira, email, and verbal communication.

• Capacity to handle a high volume of client interactions and systematically follow up on inquiries, keeping the ticketing system updated and current.

• Ability to autonomously manage all aspects of the job role, including required goals and business practices in a remote setting.

🏝️ Benefits

• 401(k) Plan