This role is responsible for managing client accounts, resolving issues, identifying growth opportunities, and collaborating cross-functionally to ensure seamless service delivery.

Responsibilities:

Demonstrate a customer orientation that focuses on delighting customers with scalable processes
Work with the support team in Guatemala to jointly manage escalations, phone calls and training.
Follow onboarding process for Foundational clients.
Stay up to date on product/service knowledge to confidently answer client questions and offer relevant solutions.
Maintain all documentation, videos, articles, etc. up to date and available for Clients.
Work with the Product team to suggest features that will help Foundational Clients
Conduct exit-prevention conversations to understand client concerns, reestablish value, and explore solutions that encourage retention
Identify upsell opportunities by working with marketing
Manage AR (collect ACH documents)
Contribute to process improvements and internal initiatives based on client feedback and recurring issues.
Use good business judgment to determine the appropriate level of investment Inbox should make on specific customers based on current size and potential.

Requirements

Excellent written and spoken business English
Great communication skills
Proficiency in Microsoft Office & Google Drive Products
Passion for learning new technology, SaaS experience a plus
Excellent project management skills
Good interpersonal skills to work across various departments at Inbox Health
Strong technical knowledge of Inbox Health
Strategic thinking abilities to help develop and implement new initiatives
Solid business acumen in order to understand and execute strategies to maximize value for customers and Inbox Health
Excellent organizational skills
Driven and self-motivated, experience in a tech start-up environment is a plus
Critical thinking and problem resolution skills
Bachelor’s degree

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