What we are looking for:
We are looking for an extremely bright, entry level business relationship representative who loves the idea of growing a business and increasing revenues through enhancing customer relationships! This position is responsible for ensuring that each customer is successfully onboarded, has the information and tools they need and has an engaged user base. This role also provides direct customer support for issues as they arise and communicates with Hucu.ai leadership regarding opportunities.
This is a hands-on role working with our customer leadership and supporting “in the trenches” customer users and being an internal “voice of the customer” leader for Hucu.ai. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. You are a creative problem solver who is always looking for ways to make our customers’ lives easier and helping us implement those ideas.
RESPONSIBILITIES
- Provide support for and eventually lead the customer onboarding process
- Develop job aids, cheat sheets, etc. to assist customers getting up to speed
- Manage initial customer user and patient lists and get them uploaded
- Assure appropriate network connections are established for each customer
- Set up communication channels (literally and figuratively) so that customer can ask questions and make suggests to Hucu.ai
- Communicate and interpret customer engagement trends
- Participate in regular analytics discussions to identify ways to increase customer engagement
- Assist customers in getting the most out of Hucu.ai to improve their communication and workflows
- Support customers in identifying opportunities and using Hucu.ai to address those opportunities
- Proactively monitor and communicate customer usage, adoption and performance metrics, working to identify potential solutions for improvement; conduct periodic strategic business and operations reviews with customers and Hucu.ai management
- Provide realtime support to customers in Hucu discussion channels, over the phone, in zoom troubleshooting meetings (e.g., sharing help links, videos, etc.)
- Assist in completing Account Reviews and upselling conversations
- Develop Success Stories and Customer References
- Participate and eventually conduct customer interviews
- Write Case Studies and edit customer success videos
- Build customer referral lists
- Identify and develop customer engagement initiatives and establish a repeatable process of defining success and growth metrics
- Communicate and collaborate with cross-functional teams (product, engineering, customer operations, analytics, marketing and sales) to execute projects and products, develop work plans, lead analyses, and develop and communicate the final recommendations
- Other duties as assigned
Qualifications
So- Who Are You?
QUALIFICATIONS
- Minimum Bachelor’s degree, preferably with entry level experience in entrepreneurial role
- Excellent English verbal and written communication skills and collaborative style comfortable working across multiple departments in a deadline-driven environment
- Strong project management, organizational skills, and demonstrated execution (GSD)
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Proficiency with analytics using excel/googlesheets, web tools (e.g., Trello), and powerpoint
- Must be willing and able to travel occasionally for team meetings
- Must have reliable internet access and ability to work uninterrupted from home (except for meal and prayer breaks)
- Must be willing to work through a rotating schedule for off-hours and weekend support during specific shifts such as US CT 10AM-6PM (PK 8PM-4AM) or US CT 6PM-2AM (PK -4AM-noon) or US CT 2AM-10AM (PK noon-8PM)
