Customer Success Associate
2 weeks ago
Full-Time 1-3
**About Us**:
Augnito is the next gen Voice AI powering the healthcare industry. Augnito empowers medical professionals and streamlined clinical workflows with cloud-based, AI speech recognition that offers ergonomic data entry with 99% accuracy, without the need for voice profile training, from any device, anywhere.
From the outset, Augnito was built in close partnership with clinicians, using human-centered design, to create an AI natural language processing engine to fit your needs - not the other way around. As a result, Augnito offers excellent support for a wide variety of clinical vocabulary and workflows and can halve your clinical reporting and admin time, increase revenue, prevent physician burnout, eliminate transcription waiting delays, and enable you to focus your energy on patient care - not documentation. Augnito is currently deployed at 300+ hospitals and health systems and has a growing presence in 20+ countries, including the US, UK and Canada
**About the role**:
You will be expected to feed into the continuous improvement of our process, products to Clients as we scale. You will work closely with internal cross-functional teams (sales, product, finance, support, and marketing) to ensure customer's issues are addressed. You will also be required to educate customers on how existing and new product features/functionality will contribute to the growth of their business or add value to their existing way of working.
**Responsibilities**:
- Be the Voice of the Customer
- Customer Engagement: Build and maintain positive relationships with customers by being the primary point of contact for their inquiries, issues, and support requests. Proactively reach out to customers to understand their needs and offer assistance
- Onboarding and Training: Guide new customers through the onboarding process, providing product demonstrations and training sessions to ensure they understand and effectively use our offerings.
- Product Expertise: Develop a deep understanding of our products and services to confidently address customer inquiries, troubleshoot issues, and provide best practices.
- Issue Resolution: Investigate and resolve customer concerns, escalating critical issues to the appropriate internal teams for prompt resolution. Follow up with customers to ensure their issues are resolved satisfactorily
- Renewals and Contract Management: Collaborate with the Sales team to ensure timely contract renewals and negotiate favorable terms to retain customers
- Collaborate closely with Sales, handle pre-sales activities
- Engage proactively with customers and go extra mile to help them with their queries and requests
**Requirements**:
- 1-2 years of experience in Customer Success or Customer Service in a SaaS company. HealthTech background preferred
- Excellent organizational skills and ability to juggle multiple projects at any given time
- Great problem-solving skills, taking a consultative approach to find the best solution
- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
- Display ownership and empathy towards our customers
- Comfortable using basic Microsoft tools like MS Excel and MS PowerPoint
- Prior experience of using tools like Freshdesk and Hubspot
- Augnito India Pvt. Ltd. is an equal opportunities employer. We are committed to providing equal opportunities throughout employment including in the recruitment, training and development of employees (including promotion, transfers, assignments and beliefs). Augnito will not tolerate any act of discrimination in the workplace including but not limited to:_
- Gender, Gender identity, National or ethnic origins, Marital or Domestic Partnership status, Pregnancy Status, Carer’s responsibilities, Sexual orientation_, _Race, Color, Religious belief, Disability, Age, Any other grounds of discrimination._
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