About Patch

You hear it all the time — our healthcare system is broken. But, if you’re like most people, this “brokenness” is more about the nightmare of dealing with insurance, co-pays, and collections than the actual quality of care one receives. HMO/PPO/HSA/FSA/HRA/EPO… honestly, until we built this company, we had no idea what any of these even meant! If you’re like us, you just want to know how much you are covered for, that your insurance is billed correctly and then pay your doctor for their time.

We believe that healthcare should be simple to use and easy to understand, because going to the doctor is stressful enough. We created Patch after personal experiences left us feeling completely helpless and frustrated by the difficult process to access the insurance benefits we were entitled to. We didn’t want others to feel that same pain and frustration.

Our mission is to make healthcare easy to pay for. We’ve been proving out our product, starting with the vision care market, but with thousands of providers already using our system, we’re ready to expand to the rest of the healthcare ecosystem. We’re going to make insurance as easy as using your Visa card. With a fresh Series A round, we’re looking for A+ players who want to make a lasting impact on the world. 

The Role:

The CX team is looking for a superstar Customer Operations Analyst to launch our Customer Ops function. You'll be the right hand to the Director of Customer Experience and help coordinate and deliver on our overall goals and objectives across all members of the CX department.

Data

• Reporting: Develop end-to-end analytics and dashboards in SFDC and periscope to report on past results and renewals and upsell forecasts and continually monitor the health of the customer success organization across the entire lifecycle
• Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not 
• Identify gaps in processes/systems. Partner with customer experience leadership and other functions within the org to propose and implement scalable solutions

Processes

• Customer Lifecycle: Conduct analysis to determine the timing and content of touchpoints for CSMs along the customer journey, to drive optimal adoption and net promoter score, upsells and renewals
• External Communications: Coordinate with Customer Communications lead to synchronize email/in-app outreaches with CSM touchpoints 
• Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation 
• Opportunity Management: Identify top candidates for upsell and a path to close upsell/cross-sell opportunities
• Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: 
• Relay customer feedback to the Product team 
• Align with the Support team on the resolution of major cases and report bugs to the Engineering team 
• Help the Onboarding team overcome any delays in implementation 

People

• Team Structure: Segment existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
• Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics
• Enablement: Provide materials and data that help CSMs work more effectively 

Systems

• Implement and manage the software that facilitates CSM Ops activities
• Support implementation, roll-out, and training for systems and tools used by the customer success team

Qualifications

• Strong understanding of and Customer Success Management, Technical Support, Financial and operational SaaS KPIs and other Key Metrics
• Comfort with, and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
• Intellectual curiosity to regularly challenge the status quo
• Experience with Sql, python or other languages is required
• Experience with data analysis is required
• An ability to balance being detail-oriented and seeing the big picture
• Experience in project management and prioritization
• High performer with the ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment
• Prior experience with Salesforce.com and Customer Experience platforms such as Gainsight, ChurnZero, Intercom and Zendesk

What we offer

* Full Medical and Dental coverage

* A generous equity plan

* Open vacation policy - we work on trusting you get your s**t done

* Fun, creative and collaborative work environment 

* Trust in you to truly take the ball and run with it. You’ll be the owner of your own fate and success and/or failure will be in your hands

* Ability to work directly with the executive team on a day to day basis and accelerate learning

Patch is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.