About the Role
Title: Explore Future Opportunities: Customer Excellence- (Remote – US)
Location: Remote
Type: Full time
Workplace: remote
Category: Customer Excellence
Job Description:
Why join Nextech?
We are a leader in specialty healthcare technology solutions.
We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
At Nextech, we are committed to delivering exceptional customer experiences that go beyond technology. Our Support, Customer Excellence, and Consulting Organization is a team of problem-solvers, strategists, and client advocates who ensure our customers receive seamless, high-impact solutions that drive success.
From resolving complex challenges and enhancing customer communication to delivering expert consulting services, our team is at the forefront of transforming the healthcare technology experience. We bridge customer needs, industry best practices, and business goals, ensuring that providers can focus on what matters most—their patients.
If you’re passionate about delivering excellence, driving customer success, and making a tangible impact in healthcare, Nextech is where you can thrive, grow, and lead the future of customer experience.
Join us and help shape the future of healthcare!
If you’re excited about…
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- Delivering exceptional customer experiences by resolving complex challenges with efficiency, empathy, and expertise
- Driving customer success through proactive communication, transparency, and strategic problem-solving
- Collaborating with cross-functional teams to enhance workflows, optimize processes, and improve customer engagement
- Empowering healthcare providers with expert consulting, training, and support that allows them to focus on patient care
- Innovating customer excellence by refining support strategies, leveraging data insights, and continuously improving operations
Essential Skills
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- Customer Advocacy & Insight
- Deep understanding of customer needs, challenges, and expectations, particularly in the healthcare SaaS space.
- Ability to gather, analyze, and translate customer feedback into actionable improvements that enhance user experience and satisfaction.
- Strategic Problem-Solving
- Expertise in identifying process inefficiencies and implementing scalable, data-driven solutions.
- Ability to balance short-term issue resolution with long-term strategic improvements that drive operational excellence.
- Technical & Product Proficiency
- Strong knowledge of SaaS platforms, cloud environments, APIs, and data security standards in healthcare.
- Familiarity with healthcare compliance regulations (HIPAA, FDA guidelines, and interoperability standards) to ensure compliant customer interactions.
- Data-Driven Decision Making
- Ability to analyze customer service metrics, SLAs, and KPIs to optimize team performance and customer outcomes.
- Proficiency in using analytics tools to identify trends, reduce escalations, and enhance overall service quality.
- Cross-Functional Collaboration
- Strong partnership skills to work with engineering, product management, customer support, sales, and marketing teams, ensuring alignment on customer priorities.
- Ability to bridge communication gaps between technical and non-technical teams, facilitating smoother workflows and issue resolution.
- Process Optimization & Operational Excellence
- Expertise in designing and implementing efficient workflows that enhance service delivery and streamline customer issue resolution.
- Experience with Agile methodologies, continuous improvement frameworks, and customer experience best practices.
- Customer Communication & Transparency
- Ability to craft clear, empathetic, and proactive communication strategies for customer updates, escalations, and service improvements.
- Skilled at building trust and credibility with customers through consistent, transparent engagement.
- Adaptability & Resilience
- Ability to navigate high-pressure situations and quickly adapt to changes in customer needs, product functionality, or industry regulations.
- Resilient problem-solver who thrives in fast-paced environments, ensuring customer concerns are addressed efficiently.
- Effective Leadership & Coaching
- Strong mentorship skills to develop and empower team members, fostering a culture of continuous learning and growth.
- Experience in coaching cross-functional teams to drive customer success and operational efficiency.
- Influence & Stakeholder Management
- Ability to advocate for customer needs at all levels of the organization, influencing product decisions and service enhancements.
- Skilled at aligning leadership, product teams, and customer support to drive a customer-first mindset throughout the company.
Working Environment/Physical Demands
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- Fully remote
- Activities require a significant amount of work in front of a computer monitor.
- Communicates daily through chat, phone calls, and virtual meetings.