About the Role:

Doctivity Health is redefining the business of healthcare with Doctivity™, an intuitive performance-improvement and PRM software solution. Through the Doctivity product, provider organizations can generate the analytics needed to inform strategic decisions that drive top-line revenue growth.

We are seeking a detail-oriented and customer-focused Customer Services Specialist to join our team. This role is responsible for supporting customers throughout their lifecycle by ensuring a smooth onboarding process, resolving issues, driving product adoption, assisting with data analytics, and strengthening long-term relationships. This role will serve as the voice of the customer internally and the face of the company externally, ensuring users derive maximum value from the platform.

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Key Responsibilities:

• Customer Support & Issue Resolution: Serve as the primary point of contact for customer inquiries and troubleshooting issues across the SaaS platform. Serve as a subject matter expert when addressing customer-specific questions as they relate to Doctivity and its workflows.

• Project Management: Assist in coordinating aspects of the onboarding, implementation, and customer services processes, including timeline management, milestones, and internal resource alignment.
• Customer Onboarding: Guide new customers through setup, configuration, and best practice adoption. Deliver product demonstrations, training sessions, and knowledge-building resources tailored to specific user roles. Ensure that customers achieve early value and understand key features.
• Problem Solving & Issue Resolution: Identify, track, and escalate risks or issues to ensure customer satisfaction.
• Cross-functional Collaboration: Work closely with Sales and Product teams to ensure ongoing customer satisfaction and retention. Provide insight into recurring issues, feature gaps, and customer sentiment. Participate in QA testing for new features and releases.
• Customer Relationship Management: Build trust-based relationships with users, administrators, and operational leaders. Monitor customer health indicators and proactively address risks or friction points. Capture feedback and advocate for customer needs internally.
• Product Expertise & Enablement: Maintain deep knowledge of the Saas platform, including new releases and feature updates. Translate technical concepts into clear, user-friendly explanations.
• Contribute to FAQs and self-service resources. Prepare customer reports and analytics as requested.

• Customer Advocacy & Retention: Help customers maximize value from the platform to support renewals and contract expansions. Surface upselling or cross-selling opportunities to the Sales team as appropriate. Represent the "voice of the customer'' in internal discussions.

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Requirements:

• Strong project management, time management, and communication skills
• Experience in customer service, customer success, or a related client-facing role
• Familiarity with CRM, Saas, analytics, or healthcare data platforms
• High proficiency with Microsoft Word, Excel, and PowerPoint
• High proficiency in delivering engaging presentations
• Ability to take customer use cases and turn them into ROI wins
• Familiarity with troubleshooting software issues or guiding customers through workflows
• Analytical mindset for delivering customer-requested analytics and reports
• Clear, concise verbal and written communication
• Ability to translate technical concepts into user-friendly language
• Strong listening skills and empathy for customer frustrations
• Confidence in leading demos, trainings, and onboarding sessions
• Professionalism in handling escalations or difficult conversations
• Experience working with cross-functional teams in fast-paced environments
• Adaptability in a rapidly evolving product environment
• Curiosity and eagerness to learn
• Ownership mentality and accountability for outcomes
• Ability to build trust and rapport with diverse customer personas
• Passion for helping customers succeed with the product
• Comfort with making decisions in a fast-paced environment
• Resourcefulness in finding solutions or workarounds
• Detail-oriented with strong organizational and documentation skills
• Bachelor's degree in healthcare administration, Business, Information Systems, or related field (or equivalent experience)
• Willingness to travel to customers for on-site visits when necessary
• Must be available for working hours from 8 am-5 pm, with possible evenings when needed
• Must be able to deliver a discovery demo after 90 days of employment

Send resumes and cover letters to Justeen@DoctivityHealth.com