Company Overview
Trusty.care is a digital software amp; services company that provides tools and services to professionals to alleviate their administrative burdens to bring better quality healthcare to Americans. Trusty.care is a pre-Series A start-up dedicated to expanding access to Medicare information so aging communities can make more informed healthcare decisions. Help us build a cool, new agency management, quoting and commissions system while working with people who are dedicated to increasing access for marginalized, aging communities looking for long-term care.
Join our agile and fast-moving team dedicated to fostering inclusion and belonging. You will have access to new datasets (due to current legislation requiring insurance carriers to disclose more info); a high level of autonomy. This opportunity includes uncapped commissions, job advancement, high visibility, speaking and travel.
Trusty.care is an equal opportunity employer and we pride ourselves on having a diverse workplace. We welcome people of any race, gender, sexual orientation, age, national origin, disability, veteran status, and any other protected legal class.
Position Overview
The TBOP Client Success and Implementation Specialist role is inherently cross-functional, communicative, hands-on, and pragmatic. The TBOP Client Success and Implementation Specialist is one of the point people in representing Trusty.care to our customers, as well as the bridge between customers, the product development team, as well as the management team, providing a detailed perspective from the customers while assuring that our customers are delighted with their experience using our product. The TBOP Client Success and Implementation Specialist is responsible for responding to product application support questions from customers regarding the company’s software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions.
Monitor, gather and analyze data from various product sources in order to determine significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development and engineering groups. Requires solid organization skills and the ability to work in a fast paced environment. Being flexible and adaptable is a must to be successful in this position.
As a Client Success and Implementation Specialist for the Trusty Back Office Pro (TBOP), your priority will first be to the TBOP Implementations and Customer Success. This requires the implementation of customers which includes formatting spreadsheets, training customers on the product as well as troubleshooting and supporting any issues they may have.
The TBOP Client Success and Implementation Specialist role is a member of the Customer Success/Support Department.
The TBOP Client Success and Implementation Specialist will help drive the support to our customers while ensuring prompt service and high customer satisfaction. You will help to drive the knowledge of the support team and help to identify ways we can work more proactively both internally and with the external customers. You will be responsible for implementations, project management and account management for our TBOP customers. ·
Job Scope
Works on diverse and complex problems where analysis of situations or data requires an in-depth evaluation of various factors involving financials, product information. May work across disciplines and products as needed. Conduct customer facing training and build content/knowledge articles for customers and internal teams. May be asked to work some extended hours based on the project deadlines.
Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criteria for obtaining results. Provide work leadership to others and work collectively in resolving problems.
Knowledge and Skills
In depth knowledge of software support and tools for customer applications.
The ability to format and customize spreadsheets
Database knowledge and ability to run simple to complex SQL queries with little to no assistance
Knowledge of commissions is a plus, but not required
Excellent organizational skills is a must
Excellent interpersonal skills and written/verbal communication skills.
Excellent customer service orientation, balancing customer and Trusty.care priorities.
Troubleshooting Skills
Excellent troubleshooting skills to identify the root of issues and solve recurring technical problems. Work on multiple issues at one time throughout the day.
Ability to multitask and prioritize.
Assists in driving product development for Support initiat