Job Description
CUSTOMER SUCCESS CONSULTANT
Are you passionate about customer success and making a difference? Are you passionate about sharing knowledge and leveraging technology? Do you have healthcare or behavioral healthcare experience? Do you thrive in a small company environment?
CHESS HEALTH is a rapidly growing behavioral healthcare technology company developing and delivering solutions for coordination and treatment of substance use disorder (SUD) and other mental health conditions, specifically EINTERVENTION, ETHERAPY, and ERECOVERY. These solutions incorporate patient and family engagement through a smartphone application, care management functionality for a patient’s care team, and care transitions functionality for case managers and others to coordinate a patient’s care. CHESS Health customers include SUD treatment providers and facilities of all types as well as health plans.
CHESS Health is hiring for a CUSTOMER SUCCESS CONSULTANT. Work remote, anywhere in U.S.
RESPONSIBILITIES OF THE CUSTOMER SUCCESS CONSULTANT CHESS is looking for a sharp, highly-motivated, detail-oriented individual to support new and current CHESS Health customers to succeed in the use of the CHESS solutions.
The most important quality of a high-performing Customer Success Team member, at any level, is their passion for and commitment to supporting our clients to achieve their clinical and operational goals, knowing that the #1 goal for all involved is the successful recovery of patients being treated for substance use disorder (SUD).
What you’ll do:
§ Learn our suite of products and lead the implementation of CHESS Health solutions from start to go-live and beyond
§ Build relationships with customers and internal CHESS teams
§ Be the voice of the customer and navigate internal processes with stakeholders from various teams such as IS, Sales, Marketing, Finance, etc.
§ Conduct customer training. Use online meeting platforms (e.g., Zoom) or be in-person to train customers on the CHESS solutions
§ Balance multiple projects/customers at varying stages in the customer lifecycle
§ Hone your creativity. Develop training videos and written content which serve as additional product content to customers and end users
§ Sharpen your analytical skills. Use our Enterprise Analytics tool to understand in-app trends, provide actionable insights, and review outcomes with customers to drive increased adoption and use of product(s)
§ Handle the big picture and the details. You are organized and on top of customer project milestones ensuring nothing gets missed
§ Continual improvement. Come up with new ways to add value to the Customer Success team
§ Expand product functionality. Identify product enhancements with a lens of creativity to differentiate our products
§ Work successfully in a matrix environment with project team members from multiple different organizations
§ Once it is safe to do so, travel to support customers in-person. Prior to COVID, one multi-day trip every three weeks was the norm.
§ Best of all, be a team player in supporting colleagues, sharing best practices, and contributing ideas to make colleagues, CHESS Health, and its customers more successful
What you’ll need:
§ Minimum of 3 - 5 years of experience in a customer-facing role
§ Experience with SUD treatment, behavioral healthcare, social work, healthcare, and/or healthcare information technology, is preferred
§ Excellent written and verbal communication skills with experience presenting to audiences of 10 or more
§ A track record of building strong relationships with both internal and external teams
§ Strategic thinking and collaborative attitude
§ Speed, resourcefulness, and a go-getter attitude. You are comfortable working in a fast-paced environment and navigating ambiguity
§ Coachability and dedication to the improvement of our team's development
§ Experience with Microsoft Office applications, Smartsheet
§ Bachelor of Science/Bachelor of Arts degree
If you have a customer-centric drive, an outgoing personality, excellent communication and problem-solving skills, a willingness to travel (when it’s truly safe to do so), and, ideally, healthcare, training, or implementation experience, then please apply.
The Customer Success Consultant role reports to the VP, Customer Operations.
Company Description
CHESS Health, based in Rochester, NY, is a fast-growing technology company focused on addressing the crisis of substance use disorder. CHESS is the developer of a smartphone app, Connections, used by individuals in treatment for and recovery from substance use disorder (SUD). The purpose of the app is to assist individuals with their recovery by connecting them to a safe and supportive online peer community, teaching recovery skills, reinforcing positive motivations for their recovery, and providing relapse prevention tools at their fingertips. The app is used across the United States – individuals love the app.