Job Description

Summary:

As the Customer Success Representative you’ll play a critical role in driving customer retention and revenue growth. This role blends consultative sales, customer support, and account management to ensure a successful customer experience. The Customer Success Representative will engage new customers to educate and encourage their interaction with their AED program. The representative will also be responsible for the renewal process and proactively engage customers over the course of their program to maximize retention rates. To ensure success as Customer Success Representative, you should have excellent interpersonal skills, confidence, and the ability to manage multiple.

Organizational Impact:

In this role for Sarnova, you are a brand ambassador delivering courtesy and a friendly, helpful demeaner in every interaction. You help deliver the right product, the right knowledge, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention, and advocacy. You are the frontline to our customers and the first representation of the quality we offer.

Essential Duties and Responsibilities:
• Connect with new and existing customers to encourage their engagement
• Proactively contact clients before their subscription expiration to facilitate smooth renewals
• Educate clients on the benefits of renewing, addressing any concerns to ensure retention
• Identify clients at risk of non-renewal and implement strategies to re-engage them
• Engage past-due clients to reinstate their subscriptions or confirm cancellation decisions
• Clearly communicate the value of renewing, ensuring clients understand program benefits and compliance requirements
• Follow up on complaints and queries on behalf of clients
• Promote new services and products to clients
• Report to senior management on the status of your accounts
• Live the values of Sarnova
• Additional job duties as assigned

Skills/Experience Required:

• Education: Bachelor’s Degree preferred; High School Diploma or equivalent required
• Minimum of 2 years’ experience in customer account support
• Able to work in a fast-paced environment with changing client needs and demands
• Knowledge of customer service software, reporting and CRM systems
• Managing multiple client accounts and tasks requires strong organizational skills
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
• Strong computer skills; basic understanding of MS Outlook, Word and Excel
• F&O experience a plus
• Decisive thinking and leadership abilities
• Excellent interpersonal and client-relations skills
• Negotiation, conflict resolution, and presentation skills
• Dynamic and creative problem-solving abilities
• A strong client-focused mindset
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Physical Requirements:

• Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment
• Reach with hands and arms
• Talk and hear
• See and be able to read, write, and interpret text
• Employee may use computer, phone, copier and other office equipment in the course of a day
• Occasionally lift and move objects weighing up to 10 pounds
• Employee may be required to travel for business purposes
• Ability to secure confidential information
• Perform all duties in a professional environment free of noise or anything that would create a negative customer experience
• When working remotely, ability to secure confidential information
• When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.