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Current Openings

Customer Success Specialist
 The Customer Success Specialist responsible for the entire onboarding process with new enterprise clients, ensuring they receive excellent customer service and are on track for a successful relationship with RESIDE Admissions. As the individual responsible for onboarding, you will partner with the Operations, Sales/Marketing, and Development teams to ensure a seamless and positive adaptation of the RESIDE system every time. This is a great opportunity to make significant contributions to a rapidly growing technology company.

 

What are some examples of work you will be doing as Customer Success Specialist at RESIDE?

  • Provide support to clients throughout the first stage of onboarding, including training (via webinar) and troubleshooting, as they assimilate to their new digital admissions process
  • Perform monitoring of the efficiency of the app, Resident Experience (online app), and Dashboard portals; gathering feedback, reporting bugs and other relevant improvements
  • Respond to inbound client support requests via email and phone calls, within specified time frames, to address any and all questions about and issues with the app, Resident Experience, and Dashboard portals, as well as the RESIDE smart pads
  • Identify and escalate client questions or issues to the relevant team(s) when necessary
  • Collaborate with the Client Success team to keep onboarding materials up to date to maximize the effectiveness of the training
  • Collaborate with the Client Success team to keep user support materials up to date to address the most common client challenges
  • Develop and maintain strong relationships with assigned client segment to ensure maximum satisfaction and retention levels
  • Other duties as assigned

 

What will make you successful here?

  • Have a strong belief in RESIDE’s product, vision, and mission
  • Become a subject matter expert on the RESIDE Facility Dashboard and Resident Experience workflows
  • Contribute to the collaborative team environment
  • Develop and execute creative strategies that proactively improve the onboarding process
  • A friendly, enthusiastic, thoughtful, and empathetic customer service mindset
  • You are flexible; you’re comfortable navigating through ambiguity
  • You bring an action orientation and follow-up that drives both your personal performance as well as that of the teams you support

 

What you bring to RESIDE

  • Bachelor’s degree
  • A proven track record of success in a quota-driven role
  • Proficiency in Microsoft Excel, PowerPoint, and Word required
  • Experience using Zendesk, highly preferred
  • Flexibility in navigating a constantly changing environment and ability to shift priorities
  • Familiarity with SaaS
  • Ability and willingness to travel up to 25% to conduct on-site trainings
  • Long-term care (LTC) facility/nursing home experience a big plus

Implementation Specialist
DESCRIPTION:

Reporting to the VP of Strategy the primary function of the Client Implementation Specialist is to ensure a smooth and efficient net new client onboarding experience while maintaining the RESIDE onboarding criteria and standards. Assists external clients in the implementation of RESIDE Admissions software. Evaluates client needs, develops configurations that support business processes. Defines and executes on delivery and implementation plans. Works on projects/matters of limited complexity in a support role.

JOB RESPONSIBILITIES

  • Manages assigned Client Onboarding and implementation tasks to obtain maximum client satisfaction and ensure adherence to company onboarding objectives and standards.
  • Apply strong project management and organizational skills to onboarding processes.
  • Utilizes analytical and problem solving skills to identify obstacles and impediments in the client onboarding process.
  • Ability to work effectively with internal team to identify resources to efficiently incorporate client needs with existing company processes
  • Provides regular status updates.
  • Regularly survey current and prospective customers on product satisfaction and needs assessment.
  • Partner with Strategy and peers on CRM pipeline management- Develop, cultivate and grow new business, while simultaneously retain existing customers, and generate sales revenue.
  • Collaborate with Strategy/Sales team on execution of planned sales activities on a target list of high potential customers.
  • Reaches out to assigned LTC facilities based on interest/need to build and maintain robust pipeline.
  • Delivers a high level of customer service at all times.
  • Tests and troubleshoots final system setups.
  • Provides training and end-user support during and after the implementation process.
  • May be involved in pre-sales product demonstrations or provide assistance in scoping projects or developing proposals.
  • Assist customers in optimal utilization of all RESIDE software tools and provide technical assistance implementation of all projects.
  • Provide training to all customers to use web service tools and prepare all required reports for regular analysis.
  • Develop new processes and recommend improvements to all procedures and ensure optimal level of customer satisfaction at all times.
  • Implement all site procedures and ensure configuration of RESIDE app according to task list.

 

JOB REQUIREMENTS

  • Bachelors degree + 3 Years of previous experience
  • Previous Client Implementation and or Client Services experience
  • Intermediate to advanced knowledge of Microsoft Office Suite to include Word, Excel and Outlook.
  • Outstanding organizational and time management skills
  • Self- motivation
  • High level of Emotional Intelligence
  • Excellent communication skills and the ability to communicate with tact and diplomacy
  • Attention to detail and the ability to concentrate for extended periods of time
  • Excellent time and attendance
  • Ability to work in a team environment