Senior Customer Success Analyst
Well Health
IT, Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Nov 27, 2024
ABOUT ARTERA
Our Mission: Make healthcare #1 in customer service.
What We Deliver: Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable.
Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually.
Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023); Deloitte Technology Fast 500 (2021, 2022, 2023); Built In Best Companies to Work For (2021, 2022, 2023, 2024). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.
We are seeking a Senior Customer Success Analyst with extensive experience in the healthcare industry and a deep understanding of healthcare workflows. This role is pivotal in ensuring our healthcare clients realize the full value of our platform by delivering strategic insights, enhancing operational workflows, and driving adoption of best practices. You will work collaboratively with internal teams and client stakeholders to identify opportunities for improvement, automate processes, and develop actionable recommendations that directly impact customer retention and organizational success.
As a key player on the Customer Success team, you will leverage advanced analytics and data visualization tools to provide clients with meaningful insights into their performance. By proactively identifying and solving challenges, you’ll help clients unlock new use cases, increase efficiencies, and deliver better patient outcomes. This role also requires exceptional communication and cross-functional leadership skills, as you’ll partner with Customer Success, Sales, Enablement, and Product teams to align our offerings with customer needs and industry trends.
Responsibilities
- Solution Design: Act as a platform expert, advising clients on workflow optimization and scaling solutions to improve efficiency and achieve strategic goals.
- Operational Excellence: Design and execute workflow enhancement projects to improve efficiency and deliver measurable value.
- Data-Driven Insights: Develop dashboards and reports using tools like Looker to analyze customer performance, identify trends, and present ROI-driven recommendations.
- Customer Enablement: Lead customer initiatives to drive feature adoption, deliver tailored training, and resolve complex challenges with innovative solutions.
- Cross-Functional Collaboration: Partner with internal teams to design customer-centric solutions, advocate for platform enhancements, and contribute to strategic initiatives that improve operations and product offerings.
- Performance Tracking: Monitor key success metrics, including retention, workflow adoption, and cross-sell opportunities, contributing to the development of market maturity metrics.
Requirements
- Bachelor’s degree preferred *additional experience in lieu of a degree is also acceptable*
- 4+ years of experience in healthcare workflows (e.g., patient access, population health, revenue cycle, etc).
- Proficiency with data visualization tools like Looker, focused on analytics and ROI modeling.
- Strong track record in customer-facing roles within SaaS or health IT industries.
- Excellent problem-solving skills, with the ability to address complex challenges and deliver effective solutions.
- Outstanding communication and stakeholder engagement skills at all levels.
- Experience in automating healthcare workflows to improve efficiency and effectiveness.
- Familiarity with healthcare regulations (e.g., HIPAA, HL7) and their impact on workflows.
- Background in change management, including process improvement and user training.
Bonus
- Knowledge of Salesforce for project tracking and customer relationship management.
- Experience in supporting Sales and Customer Success teams with use case adoption and optimization.
- Passion for improving healthcare outcomes through technology-driven solutions.
LOCATION
Artera values in-person collaboration and is currently hiring in the following US cities: Santa Barbara, Los Angeles, San Francisco/Bay Area, Kansas City, Seattle, Denver, Chicago, Boston, and Philadelphia (Wayne).
Artera HQ is in Santa Barbara, CA, with an additional US office located in Philadelphia (Wayne), PA. If you live in the Santa Barbara or Philadelphia area, your role will be hybrid, and you will be expected to work out of your designated office location regularly, following local office guidelines. While three days a week may be a general guideline, the specific requirement will be set regionally based on the needs of the local office and the role.
If you live in one of our other hubs, your role will be remote to start. As our team continues to grow in these cities, Artera will explore opening offices in these locations, but there is currently no timeline in place for that. Once that happens, in-office attendance will similarly follow regional expectations, with flexibility to align with the local office's norms and the specific job requirements.
WORKING AT ARTERA
Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more!
Career development - Manager development cohorts, employee development funds
Generous time off - Company holidays, Winter & Summer break, and flexible time off
Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.
Committed to Diversity, Equity, and Inclusion
Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.
With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Artera is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!
We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.
DATA PRIVACY
Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.