Account Specialist

San Antonio, Texas, United States · Operations

Description

Company Description

TAVHealth, a fast-growing and innovative healthcare services and software company is currently seeking a full-time Account Specialist in the San Antonio. At TAVHealth, we're committed to improving the lives of patients by establishing meaningful connections to valuable community resources and creating real conversations between providers, caregivers, families and friends. Our clients include major hospital and medical systems with multiple facilities in several states throughout the U.S. If you want to make a difference in how people experience healthcare, this is the place for you!


Job Description

Reporting to a Regional Director of Customer Success, the Account Specialist will manage support and successful use of TAVHealth products 90 days post implementation for all market projects and populations. This role will play an important part in facilitating customer service requests, maintaining high customer satisfaction, driving user adoption, and contributing to market expansion. Goals will be completed timely and accurately in support of TAVHealth’s Guiding Values, as attached.

Requirements

Principal Duties and Responsibilities:

  • Serves as the primary point of contact for end users in market projects and populations
  • Drives end user adoption and data entry accuracy, constantly looking for opportunities to expand TAVHealth’s user base and customer value
  • Acts as the customer’s primary liaison (e.g. expansion, training, update & release education, and enhancement requests)
  • Collaborates with Solution Services to deliver initial customer training
  • Supports on site and remote market training needs (identifying, scheduling, and training)
  • Supports day to day customer needs via conference calls and on site visits
  • Deeply understands all population workflows, including related metrics & reports to measure success and outcomes
  • Ensures delivery of TAVConnect population and market reporting to all key stakeholders
  • Assists sales and Regional Director, Customer Success with population expansion/ same store growth (SSG) to maximize revenue
  • Provides ongoing lead generation for new sales
  • Adheres to and delivers on contractual obligations for customer, as applicable
  • Manages accounts and customer requests in Salesforce.com
  • Administrative market duties including meeting scheduling, facilitation, and documentation
  • Participates in cross functional team collaboration
  • Facilitates ad hoc workflow (changes to design, functionality, and loader logic post implementation)
  • Focused on improving Customer Net Promoter Scores and increasing customer reference-ability by continually reviewing NPS data and driving change/improvement
  • Ensures high-level User adoption/utilization, including maximization of workflows
  • Recommends changes to workflows to improve performance, productivity and/or outcomes
  • Continually reviews population workflows with Users to maximize productivity and ensure population goals are met/exceeded. Provides customer feedback to TAV Engineering, Product Management, others as appropriate
  • Continually reviews outstanding JIRA tickets and acts as Customer Advocate
  • Collaborates with other Customer Success Specialists to ensure standardization and the sharing of best practices
  • Escalates customer issues to management
  • Other duties as assigned

Experience and Education Requirements:

Required Skills and Capabilities:

Benefits

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