Published 4 months ago

customer support exec

About CareMessage CareMessage is the largest patient engagement platform for underserved populations in the United States. We want to help create a world where all people regardless of income or background achieve equitable health outcomes. We power the care for more than 7 million underserved patients at over 300 safety net organizations nationwide who receive timely healthcare information, preventive care reminders, appointment reminders, local resources, and health coaching through interactive voice and text messaging. Founded in 2012 at Stanford University, CareMessage has raised over $25 million from, William K. Bowes Jr. Foundation, Pershing Square Foundation, Y Combinator, Schmidt Futures, and others.

2021 Team Impact Since the start of COVID-19, our team has faced a number of new challenges due to 10x growth in messaging as well as changing customer needs to help support COVID testing, COVID vaccinations, and fulfilling immediate needs for patients tied to food insecurity, housing, etc. As a part of the 2021 CareMessage team, you can play a key role in helping tackle COVID at a national scale for our most vulnerable patient populations.

Learn more: Watch a quick video about our work. Read a success story from a customer. Check out our team culture on our Careers Page and our Team Blog.

Who we are looking for… At CareMessage, we love our customers and are committed to their success. We want team members with a track record of success who are passionate, positive and care as much about the team as their own performance. As a Customer Success Manager (CSM), you’ll be responsible for making our customers successful. You will work directly with our customers to ensure customer happiness and communicate the value of our product to drive deeper, more robust engagement. You will apply your understanding of the healthcare industry, our services, and best practices to proactively provide support and guidance to our customers. In this role, you will work independently, and within a team, to help drive customer growth, adoption and long-term success. Ultimately, you will be responsible for helping to train, onboard and manage customer relationships through their entire life cycle. You’ll become an expert in our product capabilities, and you will use this knowledge to serve as a critical link between our customers and our product team, communicating your observations and insights, as well as escalating critical issues when needed. You will play a major role in crafting optimal workflows, creating and delivering training programs, and general best practices for use of our product. As a member of the Customer Success team, you’ll partner with other CareMessage teams (e.g. Sales, Product, Research, Engineering) to ensure that our customers are set up for long-term success.   

Who You Are This role requires someone with 3-5 years in customer success who has worked with major enterprise accounts, preferably within the health landscape (community health centers, insurers and/or hospitals). You should be confident in your ability to retain and grow our customer base in dynamic, changing environments. You have a continuous improvement mindset; driven to understand ‘why’ and able to suggest ideas to improve the current environment in a constructive manner. You think critically before acting. You are able to raise interdependent issues/concerns that may impact the overall customer experience. You subscribe to and promote a culture of collaboration, where knowledge and skills are shared to facilitate efficient and timely delivery of our customer commitments. You should bring a passion for healthcare tech, entrepreneurial ambition, and most importantly, a desire to work with and impact the lives of the underserved.

Benefits: Competitive salary Flexible work hours as a fully remote team Generous medical, dental, and vision insurance for employees and their families Health Savings Accounts and Flexible Spending Accounts 401k retirement plan Short & long-term disability insurance Paid parental leave for biological and adopted children 13 wellness days to be used for anything that comes up in life or self-care Paid time off & 1-month paid sabbatical after the 4-year anniversary 15 paid company holidays, including a winter break 3 day weekends every other week (started due to COVID-19) Employee Assistance Program Budget for professional and personal development (webinars, online courses, books, and more)

We are committed to equal opportunity and actively encourage candidates from diverse backgrounds to apply regardless of race, color, religion, sex, gender identity, national origin, military or veteran status, marital status, sexual orientation, etc.