POSITION: Manager, Customer Success

LOCATION: Santa Monica, CA

THE COMPANY: MEDELY (www.medely.com)

Medely connects medical facilities with top-quality, pre-screened independent healthcare professionals. We believe that empowering healthcare professionals will bring more open, efficient, and increasingly higher quality to patient care. We are a team of sharp, entrepreneurial individuals who are redefining the way healthcare staffing is done. We are currently looking for candidates to join our growing team who share our enthusiasm for tackling today’s toughest challenges in healthcare.

Highlights

• Founded in 2016 and having recently secured their Series B, Medely is facing explosive growth in a $3.65 trillion U.S. healthcare market ripe for tech disruption (Forbes, 2019)
• Medely’s staffing platform provides high quality, on-demand professionals to more than four thousand healthcare facilities in over 50 U.S. markets. Their network boasts over forty thousand selectively vetted and credentialed healthcare professionals including nurses, medical assistants, technicians, and specialists.
• Medely achieved a whopping 225% growth rate last year, with goals for 300% growth in 2020.

THE OPPORTUNITY: MANAGER, CUSTOMER SUCCESS

Be part of our growing company by joining the Medely customer success team! Medely is a rapidly growing on-demand platform that instantly connects healthcare facilities with pre-screened and highly qualified Registered nurses and Surgical Techs. 

The Manager, Customer Success will be responsible for leading a team of Customer Support Representatives to success. We’re seeking a compassionate leader who is willing to train, teach, mentor, and hold our reps accountable in a supportive and motivating manner. A large part of this role is dedicated to implementing, refining, and carrying out feedback channels and performance reviews in order to improve individual, team, and department performance. You will also drive process optimization and address escalated customer inquiries. As Customer Support Manager, you will report into and be mentored by our COO, in order to develop and continually grow your own long-term career at Medely. 

What you will do: 

• Manage, coach, and mentor a distributed team of Customer Support Representatives through ongoing performance reviews to improve individual, team, and department performance
• Onboard and train new hires; train all team members on new processes, tools, technologies, etc., as necessary
• Address escalated customer inquiries with urgency; route complex inquires to account managers, operations, or other applicable departments
• Optimize Customer Success processes, practices, and tools, and develop our training program
• Analyze questions, responses, and other data to continuously train and optimize our AI tool
• Collaborate with Product team on feature development recommendations
• Track and report departmental KPIs and metrics
• Generate and maintain expert knowledge of the Medely product, the healthcare staffing industry, competition, market happenings and trends

THE RIGHT CANDIDATE: QUALIFICATIONS & PERSONAL ATTRIBUTES

• Education: BA/BS degree
• Experience: 2+ years of team management experience; 3+ years in SaaS/software industry individual-contributor customer success roles
• Prior experience training, coaching, mentoring, and motivating individuals and teams; share our mindset that problems are opportunities for teachable moments
• Is a collaborative, supportive, and nurturing leader/team player that holds their team(s) accountable with clear expectations
• Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions; ability to interact at various levels of technical and non-technical depth
• Possess a customer-service mentality and sense of urgency
• Outstanding analytical, problem-solving, organization, prioritization, and multitasking skills
• Excellent verbal and written communication skills
• Tech-savvy, familiarity with Intercom and Zendesk a plus

WHY MEDELY: BENEFITS & PERKS

• Competitive Compensation: Based on experience and performance
• Long Term Incentives: 401k
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Flexibility: We believe that work/life balance is important, so we offer three weeks of vacation and ten paid holidays
• Energetic team environment: The tight-knit Medely team can often be found together at bi-weekly team meetings, weekly lunches, and community hangouts
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry on a national scale!
• Ownership: Drive meaningful business impact through Medely’s customer success program and team that you’ll help build and define!

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.