Customer Success Specialist

This is a remote position and we welcome applicants from across all of Canada._

We strive to make healthcare better for all by making it easier for digital health innovators to succeed.

WHO WE ARE

MedStack is on a mission to bring more innovators to healthcare. We are:

- an award-winning startup funded by prominent VCs
- a successful graduate of 500 Startups, the Creative Destruction Lab and Dreamit Health
- a TechCrunch Disrupt Top Pick for cybersecurity
- one of Canada's Top 20 early-stage technology companies as noted by CIX
- named one of the Top startups disrupting healthcare in Canada by PwC and CB Insights
- winner of awards from MedTech Breakthrough and the Canadian Advanced Technology Alliance
- certified as a Great Place to Work

Our business is a subscription-based platform, but we are also an ecosystem, a community that champions startups and entrepreneurship. We embrace automation, collaboration, startup empowerment, and creative problem-solving. Our customers work with us and with each other to tackle the world's biggest problem: making healthcare more efficient, accessible, economical and effective, at a time when the world needs it more than ever before.

WHO YOU ARE

As our evolving platform empowers a growing community of innovators who are transforming healthcare with software technology, we are now seeking an enthusiastic, entry-level, Customer Success Specialist.

The skills you bring:

- Strong interpersonal and communication skills and high emotional intelligence
- Self-starting, organized approach with a strong attention to detail
- Data orientation, including the ability to create and analyze spreadsheets as well as numerical information from disparate systems
- Customer service orientation with a professional, engaging and courageous approach
- Learning mindset, demonstrated by a zeal and curiosity to acclimatize to new processes and tools, ask questions and seek knowledge where needed

The background you have:

- A genuine interest in and love of startups with prior experience as a former founder, incubator coordinator or startup employee
- 1-3 years prior experience in a customer-facing business-to-business role such as account management, sales or customer success
- Familiarity with navigating customer or account management digital systems and databases such as CRMs

WHAT YOU’LL DO

You, as a successful Customer Success Specialist, will:

- Manage day-to-day customer-driven administrative and billing inquiries
- Document and track ongoing tasks in our CRM to support our customer base, ensuring data accuracy, fidelity and timeliness
- Serve as the primary point of contact for triaging all inbound technical support inquiries, monitoring the virtual support desk to assist in prioritization and escalation with Support Engineering
- Initiate onboarding demos and calls with select new customers to drive engagement
- Manage a small portfolio of entry-level tier customers, establishing trust, building meaningful relationships and removing roadblocks to ensure their success
- Working alongside our Customer Success Manager, proactively identify issues and work together to recommend solutions that will improve our customers’ overall experience

MORE ABOUT US

The problem we solve:
The healthcare industry (hospitals, insurance companies, public health, clinic networks, pharma providers and distributors, and patients themselves) is beholden to strict requirements for data privacy and security requirements that it then applies to its digital health vendors. These complex requirements slow the development and adoption of important solutions.

At MedStack, we provide a new way for digital health to be built, implemented and scaled, faster, more efficiently and with data privacy protection at the centre. Have a look at how we think about the problem we are going after.

The solution we deliver:
Our core offering is MedStack Control, a turnkey compliance solution designed to help healthcare innovators integrate out-of-the-box, proven privacy and security compliance guarantees in the way the industry requires them, thanks to pre-designed cloud security, policies and attestations. Because of our platform approach, every one of our customers helps make our offering stronger for every other.

MedStack is a product-centric B-SMB SaaS tool organization working with:

- early-to-mid-stage startup founders building digital health products
- companies that are often pre-launch, under 50 employees, and have usually raised a small amount of money from investors.
- founders (typically CEOs or CTOs)
- and end users of the product, those who compose the software development teams

DAY-TO-DAY AT MEDSTACK

At MedStack, we:

- are a remote-first company, with supporting tools and processes
- are not hierarchical
- empower our team members with distinct responsibilities and self-direction
- have high standards for professionalism
- are mission-driven, by the importance of our work in servicing the social b