双语客户成功经理
Bilingual Customer Success Manager
关于 Pear Suite
Pear Suite 是一家早期阶段的数字健康公司，致力于为基于社区的护理构建软件。我们的护理导航平台为社区健康工作者、助产士、护理导航员以及支持他们的组织提供工具，以收集、可视化和应对健康的社会决定因素数据。我们帮助基于社区的组织、医疗系统和政府资助的护理项目提供更加协调、以个人为中心的护理服务。
为什么加入 Pear Suite
我们是一支以使命为导向的团队，致力于实现健康公平和基于社区的护理创新。如果你渴望主动作为、重视自主性，并享受在无结构的环境中建立体系，那么你在这里会茁壮成长。加入我们，共同打造可扩展的人本技术，赋能一线工作人员，改善全美人们的生活。
职位简介
这个职位适合一位在社区健康工作/护理导航方面有扎实背景，并在 SaaS 软件实施和客户管理方面有经验的人，对确保客户满意度和成功充满热情。作为客户成功经理，你将在客户实施和优化我们的平台过程中发挥关键作用，建立牢固的关系，并推动客户参与和留存。具备基于社区的实践经验将有助于你在该职位上取得成功。
你将负责
- 作为指定客户的首要联系人，在他们使用我们平台的整个过程中提供卓越的支持和指导。
- 监督我们 SaaS 解决方案的实施和配置，确保与客户现有流程无缝集成。
- 深入掌握我们的平台，以便有效解决客户问题、排查故障并提供战略建议。
- 定期与客户进行沟通，审查他们的使用情况，评估满意度，并识别进一步参与和优化的机会。
- 与跨职能团队（包括销售和产品）合作，满足客户需求并推动持续改进。
- 开发并提供培训课程和教育材料，帮助客户最大化平台价值。
- 监控并报告关键绩效指标，包括客户满意度、使用模式和续约率。
- 主动识别可能影响客户满意度和留存的风险，并实施解决方案来降低这些风险。
任职要求
- 3 年以上相关工作经验
查看英文原文
About Pear Suite
Pear Suite is an early-stage digital health company building software for community-based care. Our care navigation platform equips community health workers, doulas, care navigators, and the organizations that support them with tools to collect, visualize, and act on social determinants of health data. We help community-based organizations, health systems, and government-funded care programs deliver more coordinated, person-centered care.
Why Pear Suite?
We’re a mission-driven team committed to health equity and innovation in community-based care. You’ll thrive here if you’re eager to take initiative, value autonomy, and enjoy building structure where none exists. Join us to build scalable, human-centered technology that empowers frontline workers and improves lives across the U.S.
About the role
This role is ideal for an individual with a strong background community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community based practices will ensure success in this role.
What you'll do
- Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
- Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
- Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
- Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
- Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
- Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
- Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
- Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.
Qualifications
- 3+ year of experience in SaaS software implementation.
- Must be bilingual, fluent in both Spanish and English (written and verbal)
- Must have experience supporting SMB customers.
- Early stage start-up experience strongly preferred.
- Background in community health work or health tech is a plus.
- Strong problem-solving skills and ability to handle complex client issues effectively.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Proficiency in relevant software tools and platforms, including CRM systems.
Benefits and Perks
- A mission driven culture that values innovation, collaboration and growth
- Equity: participation in an early-stage company
- Fully Remote
- Unlimited PTO
- Comprehensive Health, dental, and vision insurance
- Health and Wellness Stipend
- Tech Stipend
- Co-working Stipend
- Education and professional development allowance ($1,500 annually)
- Home office setup stipend
Compensation
· The salary range for this role is $75,000-$85,000 base +a 25% variable compensation target, for an OTE of $93,750-$106,250.
Compensation Range Disclosure
Pear Suite posts broad salary bands to support pay transparency. The range listed above represents the full compensation band for this role.
While the full band is shown, actual offers within this band are based on a candidate's experience, skills, and internal pay equity. Only a small number of candidates, typically those with highly specialized and directly relevant experience, are placed near the top of the range. Most new hires will fall below the top of the band to allow for long-term progression and growth within the role.
Pear Suite is a fully remote organization so compensation may be adjusted upward for candidates residing in higher-cost labor markets. These geographic adjustments are not reflected in the posted range.
Originally posted on Himalayas