Product Success Specialist

The Role

Cedar is improving the healthcare financial experience. Our technology improves the overall experience of patient billing and engagement, enabling providers to thrive in a constantly evolving environment while helping patients understand the cost of their care.

In order to ensure our clients are able to provide the best patient experience possible, Cedar is seeking a Product Success Specialist to support our clients in their day-to-day use of the product, work cross-functionally to ensure the smoothest client journey both with case management and the product itself, and provide a valuable voice for our clients throughout the product development lifecycle. You’ll also have the opportunity to be hands-on in scaling the team along with the development of team processes and best practices.

The Product Success Team is scaling and evolving quickly which allows you the opportunity to play an integral role in the growth of the team itself, as well as your own professional growth and development.

This role requires on call availability until 8PM PST Monday through Friday

Responsibilities

• Work independently to manage and triage incoming client requests and concerns.
• Ensure timely follow-up of client requests and concerns and effectively prioritize, triage, and escalate issues that require additional resources.
• Manage product issues to completion by working cross functionally with Product Management, Engineering, Client Growth, and other key stakeholders.
• Partner with team leaders and Product Managers to surface valuable insights and feedback, prioritize product issues effectively, and support efforts to monitor the health of our products.
• Become a true Cedar product expert.
• You may also:
  • Work on or support impactful team improvement and development projects.
  • Assist in developing or improving team processes to scale.
  • Support and mentor new team members as they onboard.

Required Skills & Experience

• 2-3 years experience in a customer/client facing role
• Experience with or desire to learn technical basics (such as SQL) to partner effectively with Cedar’s engineering team to resolve client issues
• Familiarity with case management systems and metrics
• Ability to communicate thoughtfully and tactfully with a variety of client stakeholders
• Excellent written and verbal communication skills
• Solutions oriented problem-solving and critical thinking abilities
• Self-starter and excited to work in a fast paced environment
• Highly motivated with a strong work ethic and good judgment
• Strong interpersonal skills - you care about people and are passionate about helping others!

Desired But Not Required

• Knowledge of or experience in the healthcare space and/or medical billing
• Familiarity with analytics tools like Snowflake and Looker; ability to write and execute SQL queries
• Previous role at an early stage start-up

What do we offer to the ideal candidate?

• An opportunity to work on a platform that is scaling very rapidly, engaging with millions of patients per year and growing at a rate of 360% YoY as of June 2021
• A chance to join a high-growth company at an early stage
• The ability to impact the growth of our company, we value all comments and suggestions
• Transparency across teams and interaction with multiple departments
• Competitive pay, employer-paid healthcare, stock options

Applicants must be currently authorized to work in the United States on a full-time basis. Cedar will not hire any applicants for the Product Success Specialist role who are present in the United States on an F-1 visa. Cedar is not an E-Verify employer and cannot employ individuals on a STEM OPT extension.