SmarterDx
Improving clinical and financial outcomes with physician-validated AI for documentation and coding.
Customer Success Operations Associate
Location
United States
Posted
11 days ago
Salary
$100K - $120K / year
5 yrs expEnglishService NowSQL
Job Description
• Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
• Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
• Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests
• Proactively documents and trains the Customer Success team on new or updated processes
• Leverages SQL to complete back-end queries to effectively triage complex customer issues
Job Requirements
- 5+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
- 3+ years of experience creating and optimizing standard operational procedures
- Must have strong experience in at least one of the following:
- Technical troubleshooting and problem-solving using SQL
- Experience with clinical documentation improvement (CDI) software or related healthcare applications
- Experience at a startup or healthcare company
- Excellent communication skills, with the ability to work comfortably with technical and clinical teams
- Flexible team player with a strong ability to adapt to changing priorities and department goals
- Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
- Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
- Ability to quickly learn and adapt to new technologies and processes
- Excellent time management and prioritization skills in a remote environment
- Proactive approach to identifying and resolving potential issues before they escalate.
Benefits
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
- Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
- Remote-First Team – Work from anywhere in the U.S.
- Unlimited PTO & 10 Holidays – So you can relax and recharge.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
- Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
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