Customer Success Specialist - AMOpportunities

Customer Success Specialist

Who we are:

AMOpportunities is the pioneer of CTaaS, Clinical-Training-as-a-Service, and the preferred clinical training provider for healthcare trainees worldwide. Our platform provides a comprehensive solution to clinical training capacity and access issues. Through our software and services, hospitals can earn revenue and attract new talent without expending additional resources. Educational institutions can benefit from our software and services too with guaranteed U.S. training which meets their unique curriculum requirements and allows for expanded student enrollment.  

The creation of this unique software and our services is inspired by the growing global shortages of healthcare professionals. We’re changing the future by providing a learning model that empowers healthcare trainees to learn and work anywhere. Over 3,200 medical trainees have benefited from our 250 clinical experiences. We’re breaking down traditional borders and building the future of healthcare education. 

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. AMOpportunities encourages you to apply even if you do not meet all listed qualifications. We look forward to your application. 

About the position:

The Customer Success Specialist will work closely with the Customer Success Manager to support the Customer Success department, institutional partners, and all AMO trainees to provide impeccable service throughout their user journey. The goal is to increase customer satisfaction with our services and rotations, which leads to customer retention, building loyalty and increasing repeat orders.  This role will have a strong focus on Domestic/B2B but will also support Customer Success Coaches and International/B2C trainees as needed.    

While this position can be fully remote, we are looking for candidates to be residents of Illinois, Ohio, Michigan, Indiana, New York, Florida, or Alabama only.

Essential Functions:

• Act as the main point of contact for representatives from key partner accounts, responsible for securing orders, building and maintaining continued customer satisfaction, building trusted professional relationships, and ensuring success

• Work closely with Customer Success Manager and relevant parties to match orders with existing supply and support all deal related tasks from processing order stage through closed won 

• Monitor and follow-up with programs department to secure all institution requirements, once order is confirmed, from the preceptor such as, but not limited to CV, affiliation agreement, preceptor profile   

• Oversee and support the fulfillment of B2B orders ex: creating holds/applications, monitoring and providing updates on applications, payment reconciliation, etc 

• Develop a strong understanding of and empathy for customer challenges and demonstrate a positive, proactive, solution-based approach to resolving customer concerns 

• Collaborate and communicate with the program team to address key student concerns and troubleshoot and resolve program issues and concerns

• Deliver best-in-class customer service over phone, email, text , and live chat platforms

• Participate actively as a member of the Visitor Experience team, contributing ideas and recommendations for improving the customer experience and internal system/ processes, and product based on feedback and data

• Analyzing customer performance data and making recommendations to ensure revenue growth 

• Develop and maintain a knowledge base of the evolving products and services

• Collaborate and support all AMO team members and departments

• Other duties as assigned

Skills and Abilities:

• Possess a strong work ethic

• Be upbeat, driven, intelligent, well-organized, and articulate

• Be adaptable to change in the workplace and use change as an opportunity for innovation and creativity

• A strategic mindset that is driven by the ability to uncover customer pain points and create solutions

• Demonstrate customer service through empathy, politeness, helpfulness

• Build trust, manage professional boundaries with the customers, and be flexible to interact with customers over various platforms

• Ability to manage and prioritize multiple tasks and projects while working in a results-oriented environment

• Ability to work independently as well as the ability to collaborate across different departments

• Self-starter; ability to achieve goals without daily supervision

• Strong analytical skills, detail-oriented, organized, ability to prioritize effectively, multi-task, and meet deadlines

• Ability to organize and document information to align all teams with the partner school’s expectations
• A high level of written and oral communication skills as well as the ability to think critically

• Strong technical skills – ability to troubleshoot and further investigate to fix a problem

• Proficient in Microsoft Office; including Word, Excel, and Outlook

Education and Experience:

• Bachelor’s degree in a related field

• 2 years previous customer service experience

• Experience with Hubspot, CRM, or other email management systems preferred 

• Experience managing multiple tasks

• Experience working in a fast-paced startup culture

• Previous healthcare educational experience (clinical or medical education) is a plus 

What You Gain:

• Competitive salary of $50,000 to $57,500 annually
• Comprehensive Benefits Program: Medical, Dental, Vision, 401k, Tax Exempt Student Loan Repayment, and Commuter Benefits
• A mission-driven work environment committed to a spirit of support, growth, and achievement
• Performance-based career growth opportunities
• A front-row seat for the exponential growth of a booming education tech company
• Work/life balance

Equal Opportunity Employer

At AMOpportunities we champion the reality of diversity and the necessity of inclusion and accessibility. We are deeply committed to the principle of equal employment opportunity for all employees, and to providing our employees with a work environment free of discrimination and harassment. We strictly prohibit discrimination and harassment based on disability, gender identity, gender expression, pregnancy status (including childbirth and related states), sexual orientation, race, color, social or ethnic origin, religion, age, HIV status, past/present military service, or any other status protected by federal, state, or local law.

Due to the unprecedented situation of COVID-19, AMOpportunites has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding, and each role day to day. Please consider that our roles are hybrid with options to work remotely or in-office following the guidance of local health authorities and the CDC.  

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