Entry Level Customer Success Specialist

Job Description

POSITION OVERVIEW

Minimum Years of Experience Required: 0

Working Location: Candidates with 1 year of experience eligible for in-office or 3 day in-office hybrid work schedules.  Candidates must be local to the Chicagoland area and be willing to come into the office five days a week for the first 90 days. 

Sponsorship: Sponsorship is not available for this position. 

Salary Range: $52k-$57k 

The exact salary will vary based on years of experience and the level of proficiency in both hard and soft skills. It is uncommon for someone to be hired at the highest point of the salary range for their position. If you feel like this position is right for you but your desired salary range is higher, please still apply. 

ABOUT THE COMPANY

ALIS  is the industry leading provider of assisted living specific software. We are a purpose driven healthcare technology company passionate about innovation and using technology to help people by solving real world problems. The ALIS team designs, builds, delivers, and supports our flagship product ALIS (pronounced “Alice” and stands for Assisted Living Intelligent Solutions).

CULTURE
Joining the ALIS team means contributing to innovative software solutions that enhance the lives of our clients and their families. We value growth, collaboration, and making a positive impact. As a passionate and dedicated team, we are committed to delivering exceptional solutions and embracing the challenges that come with continuous improvement. At ALIS, you'll be seen, heard, and held to high standards. Success here requires  collaboration ,communication, curiosity, optimism, and a commitment to constant improvement.
 

Qualifications

JOB DESCRIPTION

As a success specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and also via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!  

ALIS clients are very kind and appreciative of the help the success team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to “say yes”.

Members of the success team also work to develop technical “specialities” related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)

JOB ACCOUNTABILITIES

 As a Success Specialist you will be accountable for : 

• Monitoring and responding to phone calls and emails

• Report on, investigate, and respond to all tickets and escalations 

• Timely maintenance of  information in ticket tracking system

• Specialization in a/multiple  ALIS modules

• Participation in on-call rotation

• Special projects and form markup

JOB RESPONSIBILITIES

• Answer phone calls & emails

• Participate in on-call (off hours) success responsibilities 

• Document outcomes of customer interactions 

• Attend scrum meetings

• Track progress toward ticket goals

• Attend PM / specialization meetings

• Write escalation tickets

• Attend L10s & fill out score cards

• Sync with Team Lead on status toward goals

• Review customer specific SOPs

• Execute on long-term projects

• Focused goals toward specialization

• Learn new success tools & practices

• Reach specialization milestones

JOB REQUIREMENTS:          

• Reliable: You show up at work for your team and the clients and look forward to doing it. 

• Positive and optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor. 

• Calm and collected: You aren’t pulled into drama or anxiety but can see clearly in order to help others.

• Good communicator: You are transparent with information and pay attention to details. 

• Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.

• Good judgment: You can prioritize needs appropriately.

• Detail oriented: You care about getting small details right. 

• Committed to ongoing personal and professional growth: You seek to grow and evolve in ways related to career development and personally.  

• High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth, positivity, and optimism. 

• Adaptable and flexible: You don’t freak out if plans change or meetings get moved.

• Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.

• Strives for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it. The company and this team commits itself to high standards for reliability and performance. 

• Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data. Good with G-Suite, Gmail, word, and excel.

Additional Information

Benefits:

• 8 Company Holidays ( office will be closed) 

• 2 Floating Holidays 

• 10 days of PTO (year 1)  

• Subsidized medical, dental and vision insurance 

• 401k Plan + Up to 4% Matching

• Pre-tax Commuter Benefits 

• Casual Dress 

• Referral Bonuses 

• Employee Assistance Fund

• Paid Parental Leave

• Paid Jury duty & Bereavement Leave 

• Length of stay rewards 

• Company bonus pool

• HSA and FSA

• Life Insurance policy subsidized by Company

Application Process:

No formal cover letter is needed but please include a few sentences describing why you are applying for this position specifically.

ALIS asks certain candidates for quick phone calls to gather additional information – these usually last about 5 minutes and are scheduled in advance and according to your schedule. After the phone screen, candidates that are selected to proceed in the process will do an in-person interview. Certain candidates may be selected for the third round of interviews.

Medtelligent values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. All candidates are subject to a background check.