Job Description

WHAT WE DO

Florence Healthcare helps advance cures by making clinical trial document management simple, secure and productive.

WHAT YOU’LL BRING TO THE TEAM

At Florence we’re passionate about making it easy for our customers to contribute to research and find cures. A technical issue should never slow them down! As Customer Success Associate you are their first line of defense.  You will:

• DOCUMENT user issues reported via chat, email and/or phone
• GUIDE users to success through our “Need Help?” resources and your knowledge of the tool
• PARTNER with the Product, Development and Quality Assurance teams to resolve escalated issues and identify how to improve the eBinders experience
• DEVELOP “Need Help?” resources as new features are added or issues identified
• DRIVE loyalty – Your empathy and efficiency should make our users feel our commitment to their success
• Train new employees through our learning management system and helping to answer questions
• Help us scale as we continue to grow as a company

AN IDEAL CANDIDATE IS

• Committed to providing white glove service to our users
• Experienced in a Customer Service/Administrative focused role
• Able to analyze problems, find root causes and propose solutions
• Excellent in guiding users step by step down the right path
• Comfortable learning new software on their own
• Proficient in MS Excel, Adobe Acrobat and MS PowerPoint
• A team player able to interact with other departments
• A holder of a Bachelor’s Degree

WE’LL BE EXTRA EXCITED IF YOU HAVE

• Zendesk experience (Chat, Support and Guide)
• Similar roles in Healthcare Technology/Software
• Imparting or developing Training

WHAT’S IN IT FOR YOU? 

• Do good: __ We pride ourselves on working on something bigger than ourselves; helping save lives
• Do well: We offer exceptional salary + equity compensation, medical and dental insurance, 401(k), and office space in the heart of town
• Make the leap: Join our high-output culture to create innovative, modern, and purposeful software solutions

CUSTOMER SUCCESS HIRING FOR BOTH JR.ASSOCIATE AND ASSOCIATE ROLES.

Florence Healthcare supports workplace diversity and does not discriminate based on race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.

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