Customer Success Specialist

At Janus, we believe in a world where healthcare functions efficiently. Join us on our mission to improve the lives of administrative workers and fundamentally change the way work is done. Our team is building a world-class process improvement platform to help healthcare providers generate more cash with fewer resources.

Summary

We are looking for a Customer Success Specialist to join our growing Customer Delivery & Success team. This role will be responsible for supporting our live customers through issue triage and prioritization, internal coordination, and ongoing communication, both internal and external. This individual should be a self-starter who is comfortable multi-tasking, following processes, and having direct communication with customers in a professional and helpful manner.

Responsibilities

1. Puts the customer first by owning primary issue related communication through support portal.
2. Initial Triage of customer-generated user support tickets.
3. Understanding Triage processes, including SLAs, issue ownership, and escalation paths.
4. Uses and contributes to an active Knowledge Base, which drives and supports future issue resolution.
5. Shares responsibility for support reporting, monitoring, and utilization tools and reports.
6. Works collaboratively between customers, and internal Delivery and Product/Engineering team.
7. Show aptitude to efficiently and accurately triage issues to the correct owners and departments.
8. Ability to learn more about our products and systems.
9. Helps to identify and collaborate on future opportunities to improve the foundation and experience related to our Customer Success function.

Qualifications

1. Associate or bachelor's degree in information systems or computer science or equivalent experience preferred.
2. At least 2 years of experience in helpdesk support, business analyst roles, computer operations, or desktop support.
3. Experience with Janus tools such as Zendesk, Confluence/JIRA, Salesforce, Rippling (HRIS), Sharepoint (Knowledge Library), Microsoft 365, Slack, etc. is preferred.
4. Experience with creating and/or revising company IT policies and procedures.
5. Passion for growing your skills, tackling interesting work and complex problems.
6. Excellent prioritization, logical deduction and organizational skills.
7. Ability to innovate in a fast-growing work environment and comfortable dealing with ambiguity.
8. Highly motivated self-starter who is an excellent team player.
9. Outstanding communication (both verbal and written) skills.
10. Flexibility and comfort working in a dynamic and constantly changing environment of a startup.
11. Has fun, celebrates success, and contributes to a positive culture!

Travel Requirements

This role has minimal domestic travel requirements. These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel.

Physical Demands

This job operates in a professional remote or in-office environment. This job uses standard office equipment. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office equipment. The employee frequently communicates with internal and/or external people. Must be able to exchange accurate information in a timely manner. Must be able to recognize objects from short and long distances.

Care for the Whole Person

At Janus, our commitment is to provide each employee with what they need to be successful. Our benefits package has been designed in a thoughtful way that allows our employees to be happy, healthy and whole. Here are a few things we offer:

1. We contribute 100% of base plan (HDHP) medical premiums for employees and 50% of premiums for family members. There are other options available as well.
2. We contribute 75% of premiums for dental and vision insurance for employee-only plans.
3. We have an employee assistance program that allows you the chance to work through any issues that may arise with the appropriate professional.
4. We have a 401k plan with minimal portfolio fees, traditional and roth options, as well as rollovers and loan capabilities.
5. We offer stock options to share in the value we create and in the ownership of Janus, so let's make it something that we are proud of.
6. We offer unlimited PTO because we want our employees to take the time they need to rejuvenate and relax. At minimum, encourage all employees to take at least 15 fully unplugged days off each year.
7. We encourage sacred moments that are free from distractions and allow you to create a connection with someone or something that is meaningful to you.
8. We provide a monthly allowance to cover the cost related to working in a remote environment like upgraded internet or to offset your cell phone bill.
9. We offer parental leave because bonding with your newest addition is so important!
10. We have caregiving leave for our employees that are the primary caregiver for a loved one and needs time to care for that person.
11. We want you to look for personal enrichment opportunities and will give you up to $500 per year to invest in yourself. We want you to be the best version of you and take time to do things you enjoy!
12. We encourage on-going training, additional certifications and professional development related to your role and will review all requests for additional growth (including travel).
13. We have committees focused on organizational initiatives to increase employee happiness and the recruitment and retention of a broad, inclusive workforce that represents a diverse range of interests, abilities, talents, and cultures. You are welcome to join!

We have a benefits summary for you to review and will send more comprehensive information with your offer letter. If you want to review it sooner, just let us know!

Equal Opportunity Statement

Janus is an equal opportunity employer. We hire great people from a wide variety of backgrounds and appreciate our differences. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Further, consistent with applicable federal and state law, Janus provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless doing so would cause an undue hardship. Janus' policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If you require reasonable accommodation, please contact the People team.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.