Customer Success Specialist

2 weeks ago

Montréal, Canada Lotus Medical Full time

**About Lotus Medical**

Lotus Medical owns and operates a developing network of tech-enabled, expertly designed medical clinics focused on the wellbeing of healthcare professionals. Our mission is to create an environment where healthcare professionals can have a fulfilling and sustainable career while delivering unparalleled patient care.

At Lotus, you’ll work with a team of talented people and you’ll be part of a well-funded startup tackling real, concrete problems by defining what the next generation of medical clinics will look like.

**The Role**

As the Customer Success Specialist, you will be a core member of the Physician Service Team and will be the main point of contact of our clients, the Lotus doctors. You will own the overall relationship, including onboarding, practice migration, training, as well as support and upsell. Through a customer-centric approach, you’ll be responsible for developing a trusting relationship with our doctors and ensuring high levels of customer satisfaction and retention.

This role requires a high level of collaboration with several teams including growth, experience, product and finance. You’ll be involved in various projects such as creating customer journeys and developing new programs for engagement, experience and retention.

**Responsibilities**
- Serve as day-to-day contact for assigned clients
- Onboard new doctors
- Lead and handle everything from initial onboarding of new physicians to follow-on engagements
- Represent 'voice of the customer' to provide customer feedback
- Develop and execute the customer journey
- Develop and execute engagement, experience and retention programs
- Collaborate across internal teams to ensure high satisfaction and excellent customer service
- Respond to and manage customer support inquiries via support tickets in CRM
- Evaluate and analyze customer needs
- Report on KPIs
- Build strong, trust-based relationships to drive a great customer experience

**You have**
- 2-5 years of experience in communications, marketing, account management or customer success
- Customer first mindset
- Strong verbal and written communication skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Knowledge of Hubspot is an asset
- Mastery of French and English is a must

**You are a**
- Tactful empathic. You like to help, support and make things better.
- Communicator. You are able to communicate well and get your ideas across.
- Collaborator. You are used to and love working with a team.
- Self-starter. You take initiative and are able to shuffle several projects at once.
- Fun person to be around (we’re fun too)

**All the perks of working at Lotus**
- Insurance
- Unlimited vacations
- Hybrid work policy (with an office in Saint-Henry)
- Flexible hours

**Salary**: From $40,000.00 per year

**Benefits**:

- Company events
- Extended health care
- Flextime
- Work from home

Schedule:

- Day shift

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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