Customer Success Specialist

About This Role:

What You'll Do:

• Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners  

• Develop and nurture strong relationship with assigned clients, acting as their main point of contact from onboarding through service completion  

• Educate customers on Novir’s OHS process, requirements, and best practices for driving successful clinics 

• Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction 

• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients 

• Monitor account performance metrics, proactively addressing any issues or concerns 

• Conduct regular check-ins virtually and in-person with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs 

• Advocate for and represent the voice of the customer internally 

• Proactively listens to customer needs, provides accurate information, and manages expectations while maintaining a solution-focused approach  

• Ensure accurate and timely record-keeping of all client interactions in our CRM  

Key Experience We're Looking For:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience) 

• 3+ years' experience in client relations or management, preferably in a B2B environment 

• Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment 

• Strong understanding of proactive customer support strategies and best practices 

• Experience working with CRM software and other relevant tools to manage and track client interactions 

• Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable. Strong collaboration skills are important to the success of this position. 

How Success Is Measured:

• Number of clinics scheduled  

• Clinic participation  

• Account Retention Rate 

• Customer Feedback 

Who You Are:

• You’re Driven: You are a self-starter, but aren’t afraid to ask for direction 
• You’re Analytical: You understand systems and reporting, and are able to critically analyze data 
• You’re A People Person – Customer service is at the core of everything you do, and you are a great partner both internally and externally 
• You’re Flexible: You are comfortable flexing outside your role, and thrive in a changing environment 

Perks of Working @ Novir:

• Competitive total compensation offerings 
• Generous paid time off policy 
• Medical, dental and vision insurance, some of which is covered by the company 
• Company provided Disability and Life Insurance  
• A friendly office atmosphere in our office space near the University of South Florida 
• Opportunity to build something incredible while being surrounded by intelligent, hardworking and motivated coworkers