SaaS Support Specialist (US-shift)

Customer Success (Remote - US Shift)

Position Overview:

We are seeking a dedicated and experienced Customer Success Expert to provide exceptional support for our healthcare software SaaS platform. The successful candidate will have a strong background in SaaS based product support, excellent leadership skills, and a passion for ensuring customer satisfaction. As the Customer Success Manager, you will play a pivotal role in maintaining high standards of client service and looking after Escalation, Churn, and Retention.

Key Responsibilities:

Customer Support:

Oversee the resolution of customer inquiries, issues, and technical challenges in a timely and effective manner.

Monitor and ensure that customer support tickets are addressed within established SLAs (Service Level Agreements).

Collaborate with cross-functional teams, including development and product management, to resolve complex customer problems.

Product Expertise:

Develop an in-depth understanding of our healthcare software SaaS platform, its features, functionality, and integration capabilities.

Stay up-to-date with product updates, enhancements, and new releases to effectively communicate these changes to the support team and customers.

Process Improvement:

Continuously evaluate and enhance support processes to optimize efficiency and customer satisfaction.

Identify trends in customer issues and recommend proactive measures to prevent recurring problems.

Performance Metrics:

Set clear performance goals and metrics for the support team, regularly reviewing and evaluating their performance.

Provide constructive feedback and recognition to team members based on their performance.

Qualifications and Requirements:

Bachelor's degree in a relevant field (Computer Science, Healthcare Management, Business, etc.) or equivalent work experience.

Proven experience (5+ years) in Customer Success preferably within the healthcare software SaaS industry.

Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.

Deep understanding of SaaS software systems, interoperability, and industry standards.

Familiarity with US healthcare regulations and practices is a plus.

Ability to thrive in a fast-paced environment, manage multiple priorities, and adapt to changing circumstances.

Experience with ticketing and customer support software.

Strong problem-solving skills and a customer-centric mindset.

Availability to work during the US shift to provide timely support to North American customers.

Why Adit?

► We trust our people and offer completely remote opportunities.

► Flexible work schedules for better work-life balance.

► Group of 350+ Agile, Smart and Dynamic IT Professionals.

► Supportive and collaborative work environment.

► 5 days working company (Monday - Friday). All weekends are Off!

► Great working and learning environment

► Company Sponsored Insurance of up to 10 Lacs!