Customer Success Operations Associate

SmarterDx is seeking an Operations Associate to help optimize internal processes and partner with Customer Success Managers to better support our clients. 

Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems. Supporting their work is an essential component of what we do at SmarterDx, and in this role, you will develop new processes or optimize existing processes that have a direct impact on their experience with our applications. 

You will partner with our Customer Support Managers to ensure alignment on internal requests and escalations that impact the customer experience. In addition to this partnership, you will be responsible for collaborating closely with cross-functional teams to develop and implement processes.

**This role is fully remote within the US**

• Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
• Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
• Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests
• Proactively documents and trains the Customer Success team on new or updated processes
• Leverages SQL to complete back-end queries to effectively triage complex customer issues

• 5+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
• 3+ years of experience creating and optimizing standard operational procedures
• Must have strong experience in at least one of the following:
  • Technical troubleshooting and problem-solving using SQL
  • Experience with clinical documentation improvement (CDI) software or related healthcare applications
  • Experience at a startup or healthcare company
• Excellent communication skills, with the ability to work comfortably with technical and clinical teams
• Flexible team player with a strong ability to adapt to changing priorities and department goals
• Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
• Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
• Ability to quickly learn and adapt to new technologies and processes
• Excellent time management and prioritization skills in a remote environment
• Proactive approach to identifying and resolving potential issues before they escalate

$105,000 - $125,000 salary

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