Customer Success Specialist

$55,000 - $70,000/Yr

Virtual Therapeutics - Kirkland, WA

Full-time - Mid Level

Kirkland, WA

Publishing Industries

About the position

At Virtual Therapeutics, we are on a mission to combat the global mental health crisis using immersive virtual reality technology, evidence-based techniques, and engaging content. With decades of diverse experience and a unique set of resources at our disposal, Virtual Therapeutics is dedicated to building a new class of immersive products that will dramatically broaden access to engaging therapies designed to improve health and wellness. With mental health and well-being at the core of everything we do, our team is committed to fostering a culture of trust, collaboration, and passion. We are excited to grow alongside you as Virtual Therapeutics continues to transform and grow with each passing day! We are seeking a highly motivated and experienced Customer Success Specialist to join our dynamic team in the digital therapeutic industry. As a Customer Success Specialist, you will play a critical role in ensuring our clients maximize the value they receive from our innovative solutions. You will be the primary point of contact for our clients, providing exceptional support and guidance to help them achieve their health and wellness goals through our VR technology. You will develop strong relationships with clients, understand their needs, and work closely with internal teams to ensure their success. Your goal is to drive client satisfaction, retention, and growth by delivering an outstanding customer experience.

Responsibilities

• Serve as the primary point of contact for end users, addressing inquiries and resolving issues in alignment with customer experience strategy and the company's objectives and values.
• Follow best practices to optimize the customer support process, ensuring prompt and efficient responses to all stakeholder inquiries through multiple communication channels.
• Analyze customer support and customer success feedback/metrics, and report out on areas for improvement.
• Encourage self-service alternatives to reduce the volume of support requests and improve efficiency.
• Ensure interactions with all external stakeholders are handled professionally, promptly, and thoughtfully.
• Focus on enhancing user satisfaction and retention by ensuring exceptional customer support at all steps in the customer journey.
• Proactively engage with users to gather feedback and understand their pain points, using this information to improve the overall experience.
• Escalate issues and complaints in a cross-functional regulatory compliant environment, demonstrating empathy and understanding while seeking resolutions.

Requirements

• 3+ years of experience in customer experience, customer support, customer success, or a related role within the mobile gaming, digital therapeutic, or healthcare software industries.
• Proven expertise with support ticketing systems and customer relationship management (CRM) tools (i.e. Zoho CRM and ZenDesk).
• Experience working in a small customer service team, including direct reporting responsibilities.
• Excellent written and verbal communication skills, including a knack for documenting controlled processes and the ability to simplify technical issues in simple terms.
• Strong problem-solving skills and the ability to handle difficult situations with composure.
• History of adaptability in a fast-paced, dynamic environment.

Benefits

• Full benefits package including matching 401K
• Bonus opportunities
• Great company culture
• Flexibility