Customer Success Expert, Dr.bill - Remote

RBCx is a new kind of business - one that marries the strength of one of the world's most trusted and successful financial institutions with a mission to reimagine the role we play in people's lives - to move RBC 'beyond banking'. We're building a world-class organization focused on designing exceptional experiences, exploring new business models and creating

exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators - a distinction that only three Canadian companies received - is proof of our deep commitment to innovation.

Dr.Bill is a rapidly growing Medical Billing Software Company that services physicians throughout Ontario, British Columbia and Alberta, Canada. Our web and mobile applications are designed to support physicians through their medical billing journey, helping them spend less time on claim submission and more time with their patients.

What is the opportunity?
The Customer Success Expert role will require daily ownership of incoming and outgoing customer communications, troubleshooting technical, assisting new customers with their onboarding journey and other account related issues as well as various other clerical tasks as needed.

This role requires support hours of 9-5 PST and is subject to change as required.

What will you do?

• Own the overall relationship and communications with 3000+ Dr.Bill users daily through email, live chat and phone. This includes managing client on-boarding, general account and application questions, ensuring customer retention, and maintaining high levels of customer satisfaction.

• Troubleshooting and resolving customer technical issues

• Assist with management of customer subscriptions, marketing promotions and sales initiatives.

• Support the creation of customer success strategies and best practices, as well as customer support content, with the help of the creative team.

• Communicate effectively with both internal and external teams to understand customer needs, maximize retention and growth, and communicate with our users effectively.

• Other duties and responsibilities as required.
  

What do you need to succeed?

Must Have:

• 2+ years customer success experience using a CRM tool

• Excellent communication and interpersonal skills, with proven ability to work effectively both independently and as a positive contributor to the team.

• Strong computer skills and the ability to adapt to different IT systems.

• Strong detail orientation and ability to multitask and work in a fast-paced environment to manage priorities.

• Excellent time management skills and ability to prioritize tasks

​Nice to have:

• Medical Billing Experience is a huge plus

• Intercom Experience

• Experience working with sensitive documentation in a highly regulated environment

What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Flexible work/life balance options.

• Opportunities to do challenging work.

#RBCx

#DrBill

#LI-SP

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above