Customer Success Associate - Medellín, COLOMBIA (On-Site)

Benchstrength; Medellín; Hybrid; COP 40,000,000 - 70,000,000; Full time

Job summary

Benchstrength is seeking a proactive Customer Success Associate to ensure healthcare providers onboarded to the heva platform fully adopt its features and achieve their outcomes.

You will be the primary contact for providers, guiding them in best practices, troubleshooting issues, and maximizing satisfaction and success. This role may also engage with patients to help navigate the heva process and connect with providers.

Qualifications

• Bachelor's degree in Business, Communications, Healthcare Administration, or related field.
• Professional proficiency in English and Spanish (written and spoken).
• Experience in customer success, account management, or client-facing support, preferably in SaaS, healthcare, or medical services.
• Strong interpersonal, relationship-building, and communication skills.
• Ability to explain technical concepts to non-technical users.
• Proficiency with Google Workspace (Docs, Sheets, Slides).
• Highly organized, with the ability to manage multiple priorities and accounts simultaneously.

Responsibilities

• Serve as the main point of contact for onboarded providers, building strong and trusted relationships.
• Proactively monitor provider activity and adoption of the heva platform to ensure full utilization and satisfaction.
• Provide training, resources, and support to help providers leverage all features of the platform effectively.
• Troubleshoot provider issues, coordinating with internal teams to resolve them quickly.
• Gather and relay feedback from providers to inform product improvements.
• Track provider health metrics and intervene when usage or satisfaction declines.
• Assist interested patients in navigating the heva process, ensuring a smooth and supportive experience.
• Maintain accurate records of all provider and patient interactions in our CRM system.
• Collaborate closely with sales, product, and operations teams to ensure a seamless provider and patient experience.

Skills

Bilingual English/Spanish

Customer success experience

Strong communication

Google Workspace proficient

Relationship building

Education

Bachelor's degree in Business/Communications/Healthcare Administration

Tools

Google Workspace

Job description

We are seeking a proactive and empathetic Customer Success Associate to join our team. This role will focus on ensuring that healthcare providers already onboarded to the heva platform fully adopt its features, achieve their desired outcomes, and love using it. You will serve as the primary point of contact for providers, guiding them in best practices, troubleshooting issues, and maximizing their satisfaction and success. The role may also involve engaging with interested patients to help them navigate the heva process and connect smoothly with providers.

Customer Success Colombia Full Time

Locations

What you'll do

• Serve as the main point of contact for onboarded providers, building strong and trusted relationships.
• Proactively monitor provider activity and adoption of the heva platform to ensure full utilization and satisfaction.
• Provide training, resources, and support to help providers leverage all features of the platform effectively.
• Troubleshoot provider issues, coordinating with internal teams to resolve them quickly.
• Gather and relay feedback from providers to inform product improvements.
• Track provider health metrics and intervene when usage or satisfaction declines.
• Assist interested patients in navigating the heva process, ensuring a smooth and supportive experience.
• Maintain accurate records of all provider and patient interactions in our CRM system.
• Collaborate closely with sales, product, and operations teams to ensure a seamless provider and patient experience.

What we're looking for

• Bachelor’s degree in Business, Communications, Healthcare Administration, or a related field.
• Professional proficiency in both English and Spanish (written and spoken).
• Experience in a customer success, account management, or client-facing support role, preferably in SaaS, healthcare, or medical services.
• Strong interpersonal, relationship-building, and communication skills.
• Ability to explain technical concepts to non-technical users.
• Proficiency with Google Workspace (Docs, Sheets, Slides, etc.).
• Highly organized, with the ability to manage multiple priorities and accounts simultaneously.
• Empathetic and patient-focused, with a commitment to delivering an excellent customer experience.