Customer Success Associate (Centro-Norte)

heva is an AI practice management platform for doctors serving medical tourists. Founded by product and technical leaders from Apple, Google, Stryker, and Harvard, heva is scaling quickly and eager to grow its team. We are backed by top tier investors, including Flybridge Capital, Benchstrength, Collide Capital, Spice Capital, Bharat Biotech, and The MBA Fund. Join us to reshape the future of general healthcare.

Role Description We are seeking a proactive and empathetic Customer Success Associate to join our team. This role will focus on ensuring that healthcare providers already onboarded to the heva platform fully adopt its features, achieve their desired outcomes, and love using it. You will serve as the primary point of contact for providers, guiding them in best practices, troubleshooting issues, and maximizing their satisfaction and success. The role may also involve engaging with interested patients to help them navigate the heva process and connect smoothly with providers.

Qualifications

Bachelor’s degree in Business, Communications, Healthcare Administration, or a related field.

Professional proficiency in both English and Spanish (written and spoken).

Experience in a customer success, account management, or client-facing support role, preferably in SaaS, healthcare, or medical services.

Strong interpersonal, relationship-building, and communication skills.

Ability to explain technical concepts to non-technical users.

Proficiency with Google Workspace (Docs, Sheets, Slides, etc.).

Highly organized, with the ability to manage multiple priorities and accounts simultaneously.

Empathetic and patient-focused, with a commitment to delivering an excellent customer experience.

Responsibilities

Serve as the main point of contact for onboarded providers, building strong and trusted relationships.

Proactively monitor provider activity and adoption of the heva platform to ensure full utilization and satisfaction.

Provide training, resources, and support to help providers leverage all features of the platform effectively.

Troubleshoot provider issues, coordinating with internal teams to resolve them quickly.
- Gather and relay feedback from providers to inform product improvements.

Track provider health metrics and intervene when usage or satisfaction declines.

Assist interested patients in navigating the heva process, ensuring a smooth and supportive experience.

Maintain accurate records of all provider and patient interactions in our CRM system.

Collaborate closely with sales, product, and operations teams to ensure a seamless provider and patient experience.

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