Customer Success Coordinator
Who We Are
CHESS Health, based in Rochester, NY, is a rapidly-growing healthcare technology, software and services company focused on addressing the crisis of substance use disorder (SUD). CHESS is the developer of a smartphone app, Connections, used by individuals in treatment for and recovery from SUD. The platform consists of three products: ePrevention eIntervention, and eRecovery. These products include smartphone applications for patients, their families, and their care team, web-based referral management, digital cognitive behavioral therapy lessons, as well as an analytics and benchmarking engine. CHESS Health customers also include SUD treatment providers, state and local governments, and health plans.
The Position
CHESS is looking for a highly motivated, detail-oriented individual with passion for and commitment to supporting new and current CHESS Health customers to succeed in the use of the CHESS solutions. The key responsibility of a high-performing team member is to support the CS team members throughout the implementation lifecycle. The most important quality of the CS Coordinator is their ability to juggle multiple projects and priorities simultaneously in a fast-paced environment.
eIntervention Referral Management
- Ensure referrals are being attended to
- Outreach to and/or call customer contacts and advise them to process their referrals
- Educate customers on importance of processing referrals in timely manner
- Explain process for sending, receiving, and processing referrals (including refresher training)
Connections App Customer Implementation Support
- Assist with building/setting up staff and entities
- Create Quick Enrollment Links and submit requests to customize Connections App collateral with QR-Codes
- Attend customer implementation meetings, produce quality recaps, and attend to actions items resulting from meetings
- Utilize Enterprise Analytics tool to produce analytics/reports on various utilization metrics and review with CS team members to identify follow-ups
- Work with Onboarding team to schedule customer onboarding sessions
Project Management
- Support project management milestones, tasks, subtasks for eIntervention and eRecovery projects, using our implementation methodology
- Work within our Project Management tool to keep customer workplans updated
- Assist CS team members with documenting project decisions, objectives, goals, workflows, pre-go-live checklists, LIVE dates, SFDC updates, etc.
- Assist with handling marketing tasks related to CS project implementations (press releases, case studies, webinars)
- Write-up product enhancements, as needed
Customer Support
- Work within our Project Management tool to handle customer support inquiries
- Other miscellaneous responsibilities as assigned and needed to support the business
Travel/Location
- This position may work remotely from a dedicated home office
- This position may require travel within the United States and will be required to attend training in person at the Rochester, NY office
- The core office hours for this position are M-F, 8am-5pm EST, requiring flexibility to support clients and the business outside of these core hours, as needed
- This position is compensated at an hourly rate and the compensation range is $21/hr. to $24/hr.
Your Value Proposition
- Excellent organizational and problem-solving skills required; academic and/or professional experience successfully managing group projects is strongly preferred
- Excellent written and verbal communication skills with ability to work collaboratively within a matrix environment
- Creative, innovative, resourceful, self-directed strategic thinker who thrives working in a fast-paced environment, can navigating ambiguity, and maintain a sense of urgency
- Ability to quickly develop a deep understanding and full knowledge of new solutions and technologies
- Proficient with Microsoft Office Applications, including previous academic and/or professional experience
- Bachelor’s degree and experience in a customer-facing role is preferred
Our Value Proposition
- Competitive compensation and benefits, including a company-paid employee health plan option effective your first day of employment
- Opportunities to provide new and innovative solutions to business challenges
- Our teams ensure every customer interaction is exceptional; as such, you will be the driving force behind our high-level customer interaction
- A collaborative work environment, where you will be surrounded by highly motivated and passionate people all working together toward the same goal
CHESS Health is an Equal Opportunity Employer and prohibits discrimination of any kind during the hiring process, including but not limited to discrimination based on race, color, sex, disability, protected Veteran status, nationality, religion, age, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit-based factor. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process and to perform essential job functions. Please contact us to request an accommodation.