Job Description
Customer Success Lead - Behavioral Healthcare
SimiTree is currently seeking a dynamic and experienced customer success professional to lead customer support for our data analytics products. In this role, you will be responsible for developing and implementing strategies to enhance customer experience, streamline support processes, and drive continuous improvement in our customer support operations.
About SimiTree
SimiTree provides client-centric services to home health, hospice, private duty, pediatrics, applied behavioral analysis, palliative care, and other post-acute organizations. Our organization is made up of clinical, operational, and revenue cycle experts who support our clients. SimiTree has developed a full suite of custom-designed services focusing on areas critical to quality improvement, operational efficiency, accurate reimbursement, and regulatory compliance.
To provide our clients with an opportunity to focus on core operations, SimiTree provides outsourcing services for Coding and OASIS reviews, Billing and Collections, and full Revenue Cycle services. SimiTree's client base ranges from small, community-based agencies to publicly traded national chains. We have both the technical expertise and the real-world experience to implement seamless solutions that assist agencies in a rapidly changing operational and regulatory environment.
Duties/Responsibilities: Duties/Responsibilities:
$100,000- $120,000
The compensation scale listed is a general salary range and is not intended to represent the actual annual or hourly compensation rate for this role. An offer will be made to the selected candidate at the conclusion of the interview process based on their relevant experience and the responsibilities of the position. SimiTree offers a competitive compensation package including health, vision, and dental insurance, PTO, retirement plans (401K), holiday paid time off, life insurance.
#INT1
SimiTree is currently seeking a dynamic and experienced customer success professional to lead customer support for our data analytics products. In this role, you will be responsible for developing and implementing strategies to enhance customer experience, streamline support processes, and drive continuous improvement in our customer support operations.
About SimiTree
SimiTree provides client-centric services to home health, hospice, private duty, pediatrics, applied behavioral analysis, palliative care, and other post-acute organizations. Our organization is made up of clinical, operational, and revenue cycle experts who support our clients. SimiTree has developed a full suite of custom-designed services focusing on areas critical to quality improvement, operational efficiency, accurate reimbursement, and regulatory compliance.
To provide our clients with an opportunity to focus on core operations, SimiTree provides outsourcing services for Coding and OASIS reviews, Billing and Collections, and full Revenue Cycle services. SimiTree's client base ranges from small, community-based agencies to publicly traded national chains. We have both the technical expertise and the real-world experience to implement seamless solutions that assist agencies in a rapidly changing operational and regulatory environment.
Duties/Responsibilities: Duties/Responsibilities:
- Provide direct support for a portfolio of Customer Accounts, triaging customer requests, assisting customers in driving adoption of products, and performing routine support and maintenance as necessary
- As the customer base grows, build a Customer Support Team to continue providing exceptional customer service at scale
- Lead and manage the future customer support team, providing guidance, coaching, and support to ensure high performance and customer satisfaction
- Foster a customer-centric culture, emphasizing the importance of delivering exceptional service and building long-term customer relationships
- Develop and implement customer support strategies and initiatives to maintain exceptional response times, resolution rates, and overall customer experience
- Collaborate with cross-functional teams including product management, client delivery, and engineering to address customer issues and drive product improvements
- Establish and monitor key performance indicators (KPIs) to track the effectiveness of customer support operations and identify areas for improvement
- Stay updated on industry trends and best practices in customer support and incorporate relevant advancements into our support strategy
- Assist in the development and distribution of client and product release communications
- Bachelor's or Master's degree in Business Administration, Marketing, or a related field.
- Proven experience in customer support leadership roles, preferably in the technology or software industry.
- Strong knowledge of customer support principles, methodologies, and tools.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to improve support operations.
- Strong leadership abilities with a track record of successfully leading and developing high-performing teams.
- Experience working in Microsoft Outlook and TEAMS preferred.
- Experience working in a fully remote setting preferred.
$100,000- $120,000
The compensation scale listed is a general salary range and is not intended to represent the actual annual or hourly compensation rate for this role. An offer will be made to the selected candidate at the conclusion of the interview process based on their relevant experience and the responsibilities of the position. SimiTree offers a competitive compensation package including health, vision, and dental insurance, PTO, retirement plans (401K), holiday paid time off, life insurance.
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