Customer Success Coordinator

About SafelyYou
SafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85, 1 in 9 people over 65, and accounts for 1 in 5 Medicare dollars. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We've raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue. As the population continues to age, the global costs of Alzheimer’s and Dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.
Your Role at SafelyYou
This is a remote role. The Customer Success Coordinator will support the Customer Success Department in optimizing various internal processes and customer support management. This role will involve a variety of responsibilities focused on ensuring smooth processes, with enthusiasm about making a real impact within senior care and healthcare environments.
Key Responsibilities:

• Professionally represent SY to the healthcare industry and other business partners
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met
• Assist in tracking and reporting on Objectives and Key Results (OKRs), ensuring alignment with organizational goals and timely completion of key initiatives
• Perform regular quality assurance checks on CRM platform to ensure data accuracy and completeness
• Oversee quarterly reviews and updates of customer contacts, ensuring all information is current and reflective of any changes
• Maintain engagement with the customer, ensuring consistent follow-up on updates, queries, and concerns
• Support submission of support cases for troubleshooting, escalation, and resolution, ensuring prompt follow-up on all outstanding issues
• Organize and facilitate one-on-one zoom trainings with community members to enhance knowledge sharing and engagement of our SafelyYou platform
• Developing and refining customer-facing training materials, answering questions, and troubleshooting technology, serving as support for communication of customer suggestions, systems issues and future product growth
• Regularly update and maintain both internal and customer-facing resources in the Customer Success Library, ensuring they are accurate, relevant, and accessible
• Collaborate with relevant teams to review and revise Standard Operating Procedures (SOPs) annually, ensuring they reflect best practices and current business needs 
• Work cross-functionality with other SY departments: AI, engineering, sales / marketing, implementation, billing and operations to ensure customers needs are met as well as meeting organization goals, and budgets. 
• Coordinate new hire onboarding, shadowing, and tracking of onboarding guide completion.
• Support the customer success team and leadership with other duties as assigned

The Ideal Candidate

• Bachelor’s degree 
• Minimum of 3-5 years experience with administrative support and project management or equivalent in a healthcare setting, preferably in a healthcare SaaS startup environment
• Prior experience in customer success or operations is a plus
• Passionate about SafelyYou’s mission and our technology
• A high level of accuracy and attention to detail
• Ability to multitask across platforms and departments handling fast moving communication and precision follow up
• Calm and professional demeanor when under high pressure and multiple competing deadlines
• Exceptional active listening skills and effective communication to ensure stakeholders needs are being met and supporting trust in our technology and outcomes
• Proactively anticipate and address issues before they arise
• Strong organizational skills with the ability to deliver on multiple projects at a time
• Demonstrated ability to wear many hats, manage ambiguity, and apply problem-solving skills
• Team player and willingness to support cross-functionally to ensure customer satisfaction over lifecycle of the account
• Ability to work remotely in an environment with minimal disruptions to lead/host customer calls via zoom
• Excellent interpersonal skills, building and maintaining relationships
• Technology savvy with expertise using G Suite, Office 360, Zoom, Salesforce, Slack and other online platforms
• Willingness to travel up to 10% of the time
• Experience with travel coordination and logistics is a plus

Why Join Us? You Can Make a Difference!
SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture
• Fully remote 
• Stock Options
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, Vision and Life Insurance
• 401K Program
• Company laptop
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.