Jobs at Shadowbox | Customer Success Manager

About Shadowbox
Shadowbox is a SAAS startup with a groundbreaking solution for moving data between two or more web-based applications to enable users to access data in multiple applications without writing code or database development. Using our patented technology, a user can simply open the applications in a browser, and Shadowbox can connect fields between the two. Shadowbox can also use the data in a web application to fill out PDF forms, create a report, or generate a new database with no need for help from the IT team or a developer.

Shadowbox is currently a leader in the healthcare industry, solving interoperability challenges between electronic health records (“EHRs”) and ancillary healthcare providers’ systems, with a vision to extend the solution beyond healthcare, into corporate enterprise and beyond.

Founded in the US, but with remote team members in Uzbekistan, and India, Shadowbox is a global company where working remotely is part of the culture.

About the Customer Success Manager Candidate

As the Customer Success Manager, you will ensure the successful implementation, support, and maintenance of customer/Shadowbox relationship to maximize customer retention, satisfaction, and product distribution/utilization.  You will use your skills to develop a keen understanding of the needs of the customer and serve as customer advocate with internal teams to ensure best prioritization of resources and execution of customer facing solutions.  You will dazzle customers regarding all aspects of their experience to reduce friction and to solicit constructive feedback that ensures customer retention through technology evolution(s).  You will be part of a rapidly growing team and must be flexible and adaptable as part of a startup.  You will be rewarded for your success.

Responsibilities
Manage customer onboarding process in concert with internal Customer/Product leader. Specifically,

  • Provide ongoing project updates during the development process
  • Schedule customer Shadowbox platform sales and installation training
  • Review and distribute co-marketing material
  • Obtain pilot site information, execution of any required site-specific documentation, and schedule initial site install/test and feedback period.
  • Schedule and implement new locations once the initial pilot has completed.
  • Schedule customer portal training
  • Create user accounts, manage customer portal, and prepare/manage/schedule/implement hand-off of customer portal to customer
  • Prepare per customer/aggregate reports to internal Customer/Product leader

Maintain an ongoing relationship with assigned customers. This includes:

  • Regular meetings with key customer contacts to review current processes, provide updates on upcoming releases, determine if new business opportunities exist and discuss ideas/options for improving existing services
  • Provide ongoing product education to customers as needed
  • Serve as Customer advocate for internal discussions to resolve any technical issues and product improvements to meet client demands
  • Serve as primary implementer of Customer-site updates/implementations at the direction of internal Customer/Product leader

Provide first tier customer technical support. Specifically,

  • Diagnose active issues
  • Review issues against checklist of potential/known requirements such as hardware, network, or practice management software updates
  • Write support tickets for the Development Team
  • Provide consistent and committed communication with Customers regarding solutions, timelines, and workarounds
  • Escalate and pursue solutions once determined
  • Affect excellent customer support via the appropriate communication medium.

Requirements

  • 1-3 years of B2B customer & technical support experience
  • Experience in healthcare and related compliance requirements (ie. HIPAA), and specifically diagnostic laboratories or other healthcare ancillary service providers
  • Demonstrated success in achieving client satisfaction through keeping customer commitments and resolving customer issues
  • Must be detail oriented, have the ability to multi-task, meet tight deadlines and operate with minimal supervision
  • Strong presentation and project management skills
  • Ability to verbally educate and effectively convey knowledge on product use and process
  • Strong customer service ethos
  • Must be a natural problem solver & critical thinker
  • Experience with JIRA, Redmine and Confluence a plus
  • Participation in the development and improvement of processes

Bonus Qualifications

  • Experience with Electronic Health Record systems, Lab Information Systems, Revenue Cycle Management Systems, Practice Management CRMs
  • Startup experience, or if you’ve ever wrestled a bear

Compensation and Benefits

  • Competitive salary dependent on location and experience
  • Bonus plan
  • Employee stock option plan
  • Healthcare, Dental, Vision
  • 401(k)
  • Paid Time Off
  • Flexible schedule/remote work

For more information contact: jobs@shadowbox.com