Customer Experience Specialist

Career at Clarius

Today, as many as 25 million medical professionals globally don't have access to medical imaging, which is proven to improve patient care and reduce healthcare costs. That's why we're on a mission to make medical imaging accessible everywhere by delivering high-performance, affordable, and easy-to-use solutions powered by artificial intelligence and connected to the cloud.

By making Clarius your next career move, you're joining a talented, innovative, and highly collaborative team. You're also joining a community that includes thousands of physicians worldwide who use Clarius to deliver better patient care! And you're joining a thrice-certified Great Place to Work!

Your Role

As our Customer Experience Specialist, you'll report to the Manager, Customer Experience and share responsibility for managing all direct Clarius membership renewals, as well as supporting our partners with theirs. You'll own the renewal conversation end to end, keeping retention high by making sure our customers are getting real value from their Clarius membership.

Your Responsibilities Include:

• Owning the renewal process from initiation to close, processing transactions including subscriptions, cancellations, and account modifications
• Working directly with customers and partners to manage the renewal conversation and process
• Processing end customer quotes via Salesforce
• Collaborating with Sales to understand customers' goals and identify upsell opportunities
• Partnering with Finance to ensure quotes are processed efficiently
• Defending and improving customer retention metrics, keeping membership and support renewal rates high through excellent client satisfaction and adoption
• Suggesting improvements to current processes and workflows, and working cross-functionally to implement them

Your Experience So Far:

• 3+ years in a commercial or closing SaaS role (customer success, renewals, or account management) managing a large book of business, including high value accounts
• A courageous communicator, comfortable speaking with customers at all levels
• A natural collaborator who works cross-functionally with finance, support, and sales in the customer's best interests
• A change agent: a quick learner who works effectively in a fast-paced, evolving organization
• Detail and process oriented
• Salesforce experience is a plus
• Relevant certifications, licenses, or professional designations are an asset, or an equivalent combination of education, training, and work experience

Location and Compensation:

This is a hybrid role, therefore we can only consider candidates who are based within a commutable distance from our Vancouver, BC office. The salary range for this role is set at $60,000-$70,000 per anum.

More Reasons to Consider:

Flexible Hours & Hybrid Model: Embrace work-life balance with flexible hours and a hybrid work model that suits your lifestyle.

Benefits from Day 1: Get full access to your comprehensive benefits package made available from your very first day.

Volunteer Days: Make a difference with paid volunteer days during working hours, supporting causes that matter to you.

Professional Development Program: We're big fans of continuous learning, and we invest in your growth with financial support for programs, seminars, conferences, and courses.

Workspace: Our modern office features sit/stand desks, various health & wellness facilities, a stocked kitchen, outdoor amenities, on-site daycare, enclosed parking, a free on-site gym and close proximity to a SkyTrain station.

Clarius Mobile Health is proud to be an Equal Opportunity Employer. We encourage applications from any qualified candidate regardless of ethnicity, religion, age, national origin, disability status, sexual orientation, gender identity or expression. Please let us know if you require any accommodations during the interview process.

Use of Artificial Intelligence in the Recruitment Process

As part of our recruitment and assessment process, we may use artificial intelligence tools to support certain activities. This may include, but is not limited to, reviewing applications, supporting candidate assessments, and conducting or facilitating one way video interviews.

Where AI tools are used, they are intended to support our recruitment process and do not replace human decision making. Candidates may be informed where AI is used as part of an assessment and will have the opportunity to engage with the recruitment process in accordance with applicable laws and our recruitment practices.

Certification(s), license(s), or professional designation(s) relevant to this role are considered an asset, or an equivalent combination of education, training, and work experience.

· 3+ years of experience in a commercial/closing SaaS role (customer success, renewals, or account management) managing a large book of business including high value accounts.

· Courageous communicator: Comfortable speaking with customers on all levels.

· Collaborate cross-functionally in the customer's best interests, with our finance, support, and sales teams.

· Change agent: Quick learner and can work effectively in a fast-paced and evolving organization.

· Detail and process oriented.

· Experience using Salesforce is a plu