Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

Experity offers the following:

Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!
Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.
Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.
Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.
Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.
Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.
Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Hybrid:Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Type:Full time

Compensation:Budgeted between $66,900 - $80,000 dependent upon experience

Responsibilities:

Act as an Administrator for all post-sales tools (Gainsight, GuideCX, Gong), including proactive development and optimization of features and functionality within each tool.
Manage various projects with Client Success, Implementation, and Support team members such as staffing models, capacity forecasts, and client adoption programs.
Work with Client Success, Implementation, and Support leadership to standardize calculation logic and tracking mechanisms for team KPIs.
Build and manage data pipelines and internal reporting solutions using Excel and Salesforce for Client Success, Implementation, and Support teams, including CSM Scorecards and Executive dashboards.
Partner with our CRM Administration team to drive client-focused optimizations within Salesforce, with a focus on reducing friction and introducing efficiencies in internal processes.
Collaborate with Revenue Operations team members to streamline and standardize handoff processes between teams (sales to implementation, implementation to support/CSM), leveraging systems to create efficiencies where needed.
Manage internal requests from Client Success, Implementation, and Support such as: Ad hoc reporting and analytics, custom Gainsight journeys, and system automation.
Maintain data integrity across various platforms including Salesforce & Gainsight; instruct & coach internal teams on data hygiene processes.
Create and maintain robust documentation for tools (ex. Gainsight, Gong), processes (ex. Implementation handoffs), and reporting (ex. data dictionary for a data warehouse).
Partner with Customer Marketing and Marketing Operations to ensure key client data is maintained, segmented, and groomed for appropriate usage in client-facing programs.
Conduct systems trainings for client-facing teams as needed based on common pain points; maintain a critical eye for opportunities to improve day-to-day usage of our tools.
Other duties as assigned.

Education and Experience:

Bachelor's degree or equivalent combination of education and experience.
2-4 years in an operations role with a focus on Customer Success or similar function
Proficient in data analysis and reporting.
Proficient in Salesforce.com CRM.
Strong organization and time management skills, and ability to manage multiple projects and competing tasks/priorities.
Ability to work alongside multiple teams in various locations.

Preferred:

Experience working in client-facing roles at B2B companies, preferably in a Client Success Manager, Implementation, or Operations-focused role.
Proficient in Microsoft Excel.
Proficient in SFDC dashboards and reporting.
Proficient in Customer Success Management Tool: Churnzero, Gainsight, or similar.

Every Team Member Exhibits Our Core Values:

Team First
Lift Others Up
Share Openly
Set and Crush Goals
Delight the Client