Customer Success Associate - US Healthcare Software

The Back Room Offshoring Inc.; United States; A distancia; USD 13.000 - 20.000; Jornada completa

Descripción de la vacante

The Back Room Limited is seeking an Account Manager for a US-based healthcare software client. You will be the main contact for a set of customer accounts, ensuring issues are routed, tracked and resolved, and that clients stay informed throughout the process.

This is a permanent night shift role (11:00 PM – 8:00 AM PH time) suited to someone who can manage multiple accounts, communicate clearly with US customers by phone, email and chat, and log every interaction in our CRM.

Formación

• Fluent written and spoken English; comfortable speaking with US customers by phone.
• Able to work the night shift consistently.
• Organized and detail-minded; can handle several accounts and open issues without losing track.
• Comfortable learning new software quickly.
• A quiet home workspace and a reliable internet connection.

Responsabilidades

• Act as the main contact for your assigned customer accounts via phone, email and chat.
• Route issues to the right internal team (support, billing, training or product) and follow them through.
• Keep customers updated on open issues until they’re resolved.
• Log every interaction and account update accurately in the CRM.
• Spot urgent or high-priority issues and elevate them quickly.
• Pass feedback and requests between customers and internal teams.
• Coordinate with internal teams to ensure timely resolution.

Conocimientos

Fluent English

Night shift

Customer service

Organization

Herramientas

CRM system

Ticketing system

Descripción del empleo

About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client

Our client is a US-based healthcare software company whose platform is used by home health and hospice providers to run patient care, operations and compliance. They’re building their offshore team to support customer accounts. This role exists to make sure every assigned customer has one reliable person who knows their account and gets their issues to the right place, fast.

The Role

You’ll be the main point of contact for a set of customer accounts. When a customer has a question, a billing concern or a product issue, you make sure it reaches the right team, gets tracked and gets closed, and that the customer is kept updated throughout. In your first 6–12 months, success means customers trust you to follow through and nothing on your accounts slips through the cracks.

This is a permanent night shift [11:00 PM – 8:00 AM PH time] role.

What You’ll Do

• Act as the main contact for your assigned customer accounts
• Talk with customers by phone, email and chat to understand what they need
• Route issues to the right internal team (support, billing, training or product) and follow them through
• Keep customers updated on open issues until they’re resolved
• Log every interaction and account update accurately in the CRM
• Spot urgent or high-priority issues and elevate them quickly
• Pass feedback and requests between customers and internal teams

What We’re Looking For

• Fluent written and spoken English; you’re comfortable speaking with US customers by phone
• Able to work the night shift consistently
• Organized and detail-minded; you can handle several accounts and open issues without losing track
• Comfortable learning new software quickly
• A quiet home workspace and a reliable internet connection

Nice to Have

• Customer service, account coordination or BPO experience
• Experience using a CRM or ticketing system
• Exposure to US healthcare or healthcare software
• Experience coordinating across several teams

Why This Role

It’s a step up from scripted support: you own the relationship with real accounts at a US healthcare software company, and you’ll build account-management skills that carry forward. Full training is provided, so this suits someone early in their career who wants more responsibility.

This role is open to Philippine citizens currently based in the Philippines.