Junior Customer Success Specialist

Rippling; Calgary; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Benefits package including health, and

Job summary

Mikata is seeking a Customer Success Specialist to work in our Calgary office. You will support healthcare providers via phone and email, onboarding them to Mika, our AI Scribe product, and guiding them through setup and adoption.

The role emphasizes empathy, problem solving, and clear communication to ensure ongoing customer success. You will collaborate with product and sales teams to relay customer needs, provide education and live demonstrations, and build strong relationships with

Qualifications

• Excellent communication and presentation skills.
• Self-motivated with a proactive approach to learning and problem solving.
• Ability to manage multiple tasks independently while delivering results.

Responsibilities

• Assist customers via phone and email on a range of topics.
• Troubleshoot and triage customer questions, prioritizing issues for resolution.
• Ensure customer retention and satisfaction through proactive engagement.
• Lead interactions with empathy and curiosity to help customers achieve their goals.
• Provide live demos and education tailored to potential and actual customers.

Skills

Communication

Empathy

Problem solving

Multitasking

Independence

Education

Post secondary education

Tools

EMRs

CRM tools

Job description

Mikata is a leader in healthcare technology, dedicated to enhancing patient outcomes and empowering healthcare professionals to deliver the highest standard of care. By integrating with EMRs, Mikata improves patient communication, offering automated reminders, follow-ups, and booking possibilities. Our flagship product, “Mika”, is a best-in-class AI Scribe software that reduces physician burnout by minimizing time spent on charting.

Mikata is an equal opportunity employer and values diversity in the workplace.

Position Overview:

We are currently seeking a dynamic individual to join our team and help provide customer service. This will be an in person role. You will work out of our Calgary office.

As a Customer Success Specialist you will:

• Assist our customers through phone and email, addressing a wide range of topics.
• Troubleshoot and investigate a variety of customer questions. Your day will involve triaging concerns through prioritization and answering questions. You will often be actively problem solving.
• Ensure customer retention and satisfaction
• Lead your interactions with empathy and curiosity. Guide our customers in achieving their goals.
• Help provide live demos and education tailored to potential and actual customers. This is your chance to get curious and understand what our potential or actual customers are looking for from Mikata and whether we can offer that to them.
• Help onboard customers to our software. You will work with customers to ensure our software and it's setup has been customized to that customer. Understanding your customer is crucial to ensuring the best set up for that customer.
• Work with the broader team such as the development team and sales team to help make suggestions for the products and ensure customer needs are met.

Key Responsibilities:

• Help answer customer questions through phone and email.
• Help onboard customers to our software.
• Present and demonstrate the benefits and value of Mikata's products and solutions to healthcare providers through demos and education.
• Build and maintain strong relationships with physicians, MOAs and other customers.
• Collaborate with internal teams, including sales and product development, to ensure alignment of customer success with company goals.
• Provide feedback from customers to inform product development.
• Manage and maintain accurate records of all customer success activities, customer interactions, and opportunities in our CRM system.

Qualifications:

• Work experience at a medical practice such as being a medical office assistant.
• Prior experience with EMRs.
• Post secondary education of any kind.
• Experience in a fast-paced, customer/people facing role.
• Adept at managing multiple tasks simultaneously and working independently.
• Excellent communication and presentation skills.
• Self-motivated with a strong drive for results and a proactive approach to learning and problem solving.
• You have the ambition to always understand the why behind things and are also a critical thinker.
• You love to learn and read between the lines. You’re tech-savvy and always eager to find solutions.
• You have a proven ability to handle setbacks and overcome challenges, demonstrating perseverance and a positive attitude in the face of adversity. You take feedback constructively and use it as an opportunity to improve and grow.
• Ability to work independently as well as part of a team.
• Bonus: Prior experience with CRM tools and other customer support software, ensuring efficient and effective resolution of customer inquiries.

What We Offer:

• Benefits package, including health, dental, and HSA.
• Ongoing professional development and training opportunities.
• A supportive and collaborative work environment with opportunities for career advancement.