Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Bilingual Customer Success Specialist onboarding clinicians for Tali AI’s AI-powered medical assistant. Supporting users, improving customer journeys, and turning sign-ups into power users.
Responsibilities
- Own the onboarding journey for new users, ensuring they reach first-value as quickly as possible
- Analyze the customer journey to identify friction points
- Work with the Product team to improve the overall user experience
- Provide world-class support and explain the reasons behind solutions
- Help users become more self-sufficient over time
- Collaborate with sales, marketing, and product teams to address customer needs and concerns
- Provide insights from customer interactions to improve products and services
- Turn new sign-ups into power users during their first 90 days
- Communicate Tali AI's value proposition and ensure seamless, empathetic, high-impact customer touchpoints
Requirements
- Bilingual in English and French
- Previous experience in customer support, including Tier II support
- Experience in a high-growth start-to-scale environment
- Ability to navigate CRM and ticketing systems effectively
- Excellent verbal and written communication skills in English and French
- Self-organizing, self-driving, and reliable
- Ease with data and analytics (bonus)
- Adaptability to rapid growth and change (bonus)
- Knowledge of the healthcare industry, EHR/EMRs, and AI assistants (bonus)
Benefits
- Remote and hybrid work options & flexible work hours
- Comprehensive health and wellness coverage from day one
- Competitive PTO
- Winter shutdown Dec 25 - Jan 1
- Birthdays and Taliversaries
- 'Extra long' long weekends
- $2000 annually in "Knowledge Dollars" to learn, grow, and level up
- Quarterly socials & company outings
- Barrier-free recruitment process and accommodations
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