Job description
We’re looking for a CSM candidate whose main responsibility is customer satisfaction and executing company, department, and pod initiatives to reach customer success. Our CSMs possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with GPF. They serve as the main point of contact for our customers and will assist in account coordination activities including support, product adoption, compliance validations, contract finalization, and attaining renewals. The CSMs will work to build and strengthen our relationships with customers: patients, law firms, and providers. This is a great opportunity for someone who enjoys working in a fast-paced environment and wants to be a part of our continuing growth.
Responsibilities:
- Supporting our Account Managers to deliver on our revenue targets while driving a positive experience for our customers
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams
- Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service.
- Work with customers to ensure they are leveraging the digital tools in our platform effectively
- Follow and comply around the company’s 5 stages of the workflow pipeline for all Medical Receivable cases: either via batch processing or single case submissions
- Support the company’s billing process and provider payments for all strategic alliances
- Ensure the customer receives funds as quickly and seamlessly as possible
- Execute CSM funding and purchasing process to ensure securitization compliance standards are met for each batch or case
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Be accountable for the retention of your customers along with maintaining accurate performance metrics.
- Liaison with both our Risk Management team and our customers to ensure repayment dates are adhered to
- Promote and cultivate a culture of innovation to your pod as well as our customers and demonstrate the impact of adoption
- Understand, communicate, and respond to the customers technical needs leveraging our software engineering team as needed
- Collaborate cross-functionally to ensure product adoption and successful customer renewals
- Share best practices to continually improve the quality, effectiveness, and efficiency of our processes
- Effectively participate in department committees and contribute to accomplishing the goals and initiatives set by the company and VP of Operations
- Works with Team Lead to increase origination volume on each account, in alignment with growth targets set by sales
- Performs other duties as assigned by VP of Operations, Underwriting, and Risk Management
Qualifications:
- Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
- Excellent phone, written, and verbal communication skills
- Well-organized, with high attention to detail and ability to prioritize and time manage for successful execution
- Confident, self-motivated, and a true team player
- Strong Relationship management skills and openness to feedback
- Highly motivated and target driven with a proven track record in customer success, sales or operations
- Genuine enthusiasm and interest in technology and innovation
- Experience working with customer relationship management systems, e.g., Salesforce, HubSpot, MSFT Dynamics
- Excellent phone, written, and verbal communication skills
- Bilingual in Spanish is a plus, but not required
- HIPPA certified is preferred, but not required
Education and Experience:
- Bachelor’s degree is preferred (Business, Finance, Legal, Economics a plus)
- 1-3 years working in the legal industry a plus (personal injury litigation preferred) and/or Medical Receivables
- Strong customer relationship experience required, clear experience with VOC
Job Type:
Full-time, Remote/Hybrid, Work Schedule is Monday thru Friday
Work Authorization:
Must be able to show eligibility for employment in the United States within three days of hire.
APP/EEO Statement:
Golden Pear Funding is an Equal Opportunity Employer. We welcome all qualified candidates regardless of demographic background.
Pay:
$45,000.00 – $55,000.00 per year. Benefits
How to Apply:
Please send your resume to [email protected] with “CSM- Medical Receivables” in the subject line. No phone calls or recruiters.
