MD Ally; 911 Triage & Telehealth

MD Ally is a telehealth company that integrates medical guidance and triage services into the 911 dispatch process to proactively engage low-acuity EMS callers right before they utilize finite, high-cost emergency resources and navigates them to the most appropriate site of care. We provide immediate access to ER medical practitioners who deliver expert-level ED consults, set up real-time, non-emergency medical transportation, and schedule same-day appointments at the most appropriate site of care.

Our Customer Success Manager will be responsible for onboarding and developing relationships with our customers to promote retention and loyalty. Your job will be to work closely with our customers, ensure they are satisfied with our services and to improve upon areas of dissatisfaction. This is a position that requires technical acumen and the ability to provide technical support to customers with the goal to keep customers satisfied with the business’s products.

Responsibilities:

• Enable successful onboarding of customers.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• Maintain a cadence of communicating with customers.
• Collaborate closely with Sales to support customers and expansion opportunities.
• Represent the voice of the customer to inform our sales process and product roadmap.
• Implement software quality processes to assess alignment with business requirements

Knowledge, Skills & Abilities:

• Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong leadership skills
• Impressive executive presence and communication abilities
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
• Proficient with computers
• Experience with software quality assurance methodologies

Qualifications:

• Bachelor’s Degree or higher required
• 5+ years of experience within an operations role, preferably working with enterprise or government clients.