Customer Success Manager I

About ShiftKey

ShiftKey is a platform that is disrupting the way healthcare facilities find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America’s healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. For more information, visit www.ShiftKey.com.

The role

This role involves managing a portfolio of customers to assure their success with our suite of products. You will work with the customer at multiple levels to understand their business objectives. You will advise and support them using the software effectively to meet those objectives.

Where you’ll work

This is a hybrid role, working Tuesday-Thursday onsite in Cleveland, Ohio.

What You’ll Be Doing

• Proactively build knowledge about the assigned Shiftkey solutions at hands on level to communicate effectively with clients.
• Work with low adopting customers to improve software use.
• Perform proactive outreach to customers via phone and email
• Provide clear guidance in managing and monitoring assigned customers to ensure that any issues are being addressed and resolved in a timely and effective manner
• Use internal reporting tools to ensure accurate representation of customer system utilization
• Follow department processes and procedures to ensure consistent account management and documentation
• Perform on site or webinar-based training on the OnShift suite products to clients, when needed
• Communicate scheduling and labor management best practices to customers
• Understand and effectively communicate long term care industry terms and concepts with customers
• Work with customer success and services team to understand facility issues and red flags to ensure appropriate escalation
  
  

What You’ll Need

• 1-3 years of related experience in a customer service, account management or sales setting with a bachelor's degree; or equivalent experience
• Demonstrated ability to advocate for customers across internal departments to drive results and issue resolution
• Demonstrated success working directly with customers in a customer support role
• Must be able to work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating following defined processes
• Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)
• Ability to effectively manage multiple tasks
• Organized and detail oriented
• A team player who can take direction and ownership of individual work
• Must be able to demonstrate clear communication skills, patience and a goal-oriented focus while assisting customers with software usage and adoption
• Willing and able to work in a hybrid environment in Cleveland, OH
  
  

Perks of working for Shiftkey

• Inclusive and collaborative work environment
• “ Subject to certain roles ” office spaces making the hybrid work environment fun and engaging
• Comprehensive health, vision, and dental coverage
• Benefits effective as of first day
• Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees’ diverse needs
• 100% 401(k) employer match up to 6%
• Paid parental leave
• Investment in your wellness: access to mental health support
  
  

Our Commitment to Diversity

ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive.

EEO Statement

ShiftKey does not discriminate based on race, religion, color, sex, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business needs. ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability, please contact: [email protected]