Customer Success Manager

Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly.

You will own a portfolio of our large sized business customers and will be responsible for ensuring their success on the Wisedocs platform. You will work directly with new customers to successfully on-board and grow current customers' volume by understanding their business, technical requirements, while also partnering closely with our internal stakeholders.

The position is remote for US, while requiring quarterly on-site presence in Downtown Toronto.

Responsibilities:

• Onboarding and Ongoing Customer Training: As a trusted expert to our customers, you will educate customers, gather and execute workflow requirements to solve technical problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that journey.
• Account Management: You will consistently be in contact with customers throughout the lifecycle to ensure any concerns are addressed, and you understand any changes in their business / industry. In addition, you will support Wisedoc’s growth by focusing on our land and expand strategy and seeking upsell/cross sell opportunities for additional products and services that meet the customer’s needs.
• Data Analysis: This role requires analyzing customer data to identify trends and opportunities for improvement, and to provide insights to customers on how they can optimize their use of Wisedocs products and services. You will be accountable to setting and achieving onboarding customers' goals and ensuring maximum usage for our tenured customers.
• Cross-functional Collaboration: You will be the voice of the customer internally, collaborating cross-functionally with Product Development, Sales, and Quality Assurance to ensure your customers receive the best possible experience.
• Customer Retention: This role requires identifying and communicating Customer’s health, addressing potential customer expansions, implementing strategies to retain customers and build long-term relationships.

Qualifications:

• 5+ years experience with Enterprise size clients, ideally in a B2B SaaS environment
• Relevant Industry experience a preferred
• Relevant education (i.e. Health Sciences, Medical Terminology, Disability Management, Paralegal etc) a strong asset
• Experience with Hubspot/CRM and ticketing systems like Jira
• Working knowledge of medical documentation and terminology
• Prior experience in managing a diverse client group portfolio, with outstanding customer service results a strong asset
• Must be able and willing to travel within the US and Canada
• Team player and can also thrive in self-managed and independent environments.
• You recognize gaps in process or detail and show initiative to suggest solutions.
• Exceptional organizational, presentation, and communication skills
• You have technical prowess, love to play with technologies and can quickly grasp technical concepts, making them easily understandable to a variety of end users.
• You are gritty, agile and can work in a fast-paced environment

Recruitment Journey at Wisedocs

We're excited to meet you and explore the possibilities together! At Wisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:

• Round 1- Getting to Know You: Meet our People & Culture team for a friendly chat. We'll learn about your background, aspirations, and what makes you tick. We'll also provide you with in-depth insights into the opportunity at hand.
• Round 2 - Meet the Leadership: Engage with our COO to discuss your practical experience working with midmarket and enterprise customers.
• Round 3 - Presentation: You'll be asked to do a 15-20 minute presentation to our Customer Success leadership followed by Q&A.

• Modern employee benefits, including health and dental coverage
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
• Company events
• Generous Paid Time Off
• Paid Sick Days
• Casual Dress code
• Employee Referral Bonus
• Tuition Assistance
• Plus many other Recognition Programs!
• Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please reach out to our people & culture team in advance humanresources@wisedocs.ai