SimplePractice
Santa Monica, CA

Customer Success Associate at SimplePractice

| Santa Monica
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About Us

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

SimplePractice is seeking a friendly, eager-to-learn Customer Success Associate to join our team in Santa Monica, California. In this role, you will use your passion for technology to provide our customers with a world class experience. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. You’ll be an integral member of the Customer Success team, getting to know and responding to thousands of SimplePractice customers, and working collaboratively with our team to constantly improve our Customer Success materials and processes. This role will give you front row access in a startup while you provide tangible value and support to our growing community.

Responsibilities

  • Respond to basic customer inquiries about our company, platform and insurance billing features 
    • Troubleshoot basic product and insurance-related issues that our customers face with insurance billing features
    • Answer all inbound support emails within 60 minutes or less, continually striving for swifter response time
    • Triage incoming customer support emails to other specialty agents, answering up to 30% of all new emails 
    • Participate in live chats with customers
    • Schedule live customer screen sharing sessions and phone calls as needed
    • Identify patterns in incoming support emails and keep an eye out for potential issues  
  • Participate in Customer Success onboarding and education programs and efforts
    • Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
    • Increase our customers’ product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos
  • Serve as a liaison between our customers and our insurance clearinghouse
    • Open internal investigations with our clearinghouse to address customers’ basic insurance claims and enrollments issues
    • Hold our clearinghouse accountable to agreed upon SLA and to providing weekly updates for ongoing inquiries 
  • Maintain alignment with the larger Customer Success group and other internal stakeholders
    • Identify and report knowledge gaps in our group and work to get them added to our Knowledge Systems
    • Work with our Product, Engineering, Marketing, Compliance, and Partnerships groups to handle customer inquiries when inter-department collaboration is needed

Desired Skills & Experience

  • A sense of urgency to complete work efficiently and accurately
  • Comfortable with ambiguity to determine the best solution for our customers 
  • Comfortable with simultaneously managing a large number of computer-based programs, applications, and toolsets to perform job duties
  • Upbeat, fun, and confident, and can pitch in on-camera in some of our live online customer classes
  • Tech savvy and comfortable with web apps - Mac OS, Slack, Asana, Zendesk, Google Docs, and the like. You should be able to use them with ease and be sharp enough to troubleshoot any issues you have

Bonus Points

  • You’re highly empathetic and patient, and really love helping people
  • You have impeccable written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
  • You self-manage, are a self-starter, are self-motivated, and can adjust priorities on-the-fly
  • Big plus if you have past experience working with Zendesk or in start-up environments

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, we may collect the following categories of personal information about you:

  • Identifiers (e.g., name, address, email address, and phone number); protected characteristics (e.g., sex, gender, age, citizenship, disability status, and veteran status); professional or employment-related information (e.g., employment history, educational background, certificates and licenses, work eligibility information and other information obtained from your resume, cover letter, your responses to our application questions, background check forms, and your references); other personal records (e.g., signature, photograph, and criminal background information); and inferences drawn from personal information collected (e.g., creating a profile that reflects your abilities and aptitudes).

We collect the above categories of personal information for the following business purposes:

  • To perform recruitment and hiring services; to manage the workforce; to comply with federal and state laws, and to maintain security (e.g., to detect and prevent against security risks and incidents, to prevent against fraudulent or illegal activity, and to ensure compliance with our company policies and procedures).

For more information about our privacy practices, please visit our Privacy Policy or contact us at [email protected]

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Where we are

Walking distance to great restaurants, coffee shops, and shopping centers. Plus, abundant parking and close to the Metro Expo.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • KotlinLanguages
    • EmberLanguages
    • ReactJSLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • HotjarAnalytics
    • PeriscopeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • BaseCRM
    • MailChimpEmail
    • SendGridEmail
    • OutboundEmail
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What are SimplePractice Perks + Benefits

SimplePractice Benefits Overview

We take care of the people who take care of our customers. We offer 100% medical, dental, vision plans and an attractive 401k. We also offer generous PTO and wellness perks including an Employee Assistance Program (for mental health counseling, legal and financial consultation).

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Flexible Time-Off Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Catered lunches in the LA office
Happy Hours
Parking
Garage parking included
Pet Friendly
Professional Development Benefits
Lunch and learns
Promote from within

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