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

📋 Description

• Take ownership of customer relationships and accounts following the signing process, which includes onboarding, adoption, renewal, and expansion.

• Oversee a portfolio of active accounts, monitoring their status, issues, customer sentiment, and unresolved matters.

• Conduct follow-ups on outstanding items, deals, escalations, and promised callbacks.

• Onboard new customers by establishing call forwarding, creating flows, connecting with supported integrations, and performing end-to-end testing.

• Set up call flows, prompts, transfer settings, SMS, notifications, and various product configurations.

• Manage several customer calls daily, covering onboarding, check-ins, escalations, and retention efforts.

• Recognize churn risks, address overdue invoices, and complete upsells.

• Identify repetitive back-office tasks and suggest opportunities for automation.

• Document recurring solutions as reusable playbooks.

• Handle engineering handoffs while maintaining ownership of customer updates, timelines, and follow-ups.

• Submit daily written progress reports and resolve or update outstanding items within the same day.

⛳️ Requirements

• Minimum of 2 years in B2B Customer Success, Account Management, or Tech Support managing a designated account list.

• Practical experience in software configuration, including automations, IVR, phone trees, CRM, or no-code tools.

• Ability to interpret API documentation, comprehend webhooks, and independently learn new tools.

• Frequent phone communication with clients.

• Demonstrated experience in achieving retention, renewal, or upsell targets.

• Clear and confident spoken English for live conversations with US business owners and clinic staff.

• Full availability for live calls during US business hours.

• Proficient written English for independent customer emails.

• Experience in telephony, healthcare/practice management, startups, familiarity with Linear, Jira, Stripe, and Slack Connect, as well as AI automation experience, are considered advantageous.

🏝️ Benefits

• Flexible working hours.

• Fully remote working environment.

• Remote work availability across various hiring regions.