Nobi USA is a leading AgeTech company and developer of the Nobi Smart Lamp committed to empower elderly and their loved ones as well as senior care providers by providing discrete technology and smart solutions to deliver best care when needed and not when unwanted. We pride ourselves on delivering exceptional products and services to our customers while fostering a collaborative and innovative work environment.
Job Description
We are seeking an experienced Customer Success Executive (CSE) to ensure the successful implementation and management of customer accounts. This role is responsible for building and maintaining relationships with customer stakeholders. The CSE will collaborate with these stakeholders, 3rd party vendors (e.g. customers' IT companies) and internal Nobi resources to drive customer satisfaction. As a single point of contact for all customer-related matters, the CSE will work closely with Project Managers and the management team; providing support for high-level implementation work, functional programming, and third-party integrations with Nobi USA's solutions. The CSE will also be accountable for ongoing customer interactions and support experiences. (e.g. training, repairs etc.)
Responsibilities
Collaborate with internal teams and customer stakeholders to ensure the flawless completion of projects, while crafting delightful customer experiences.
Become the expert on the Nobi Smart Lamp system and customer technology and operations in order to develop industry specific best practices and applications.
Empathize with caregivers and residents to ensure successful adoption of the Nobi Smart Lamp system.
Conduct project kick-off calls with customers and install partners to gather pertinent project information, complete pre-install checklists, review Scope of Work documents, and schedule and coordinate activities.
Schedule, coordinate, and occasionally participate in project site walks to ensure the completion of all deliverables.
Provide additional support to install partners and customers, including project design, training, and escalation support.
Assist in the completion of project as-built documentation.
Coordinate the involvement of Nobi USA personnel, such as support, service, marketing, orders, and management resources, to meet performance objectives.
Optimize internal workflows and contribute to company initiatives/projects as needed.
Utilize various CRM and database tools for regular tasks.
Stay up to date with new technology developments, both internal and external.
Perform other duties as assigned.
Qualifications
5+ years of relevant experience in Customer Success Management and Project Management.
Empathic attitude: helping and supporting people is in your nature.
Talent for conveying information in understandable language.
Open to learn and adapt to different circumstances.
Experience in the long-term care or intellectual and development disability care markets either as a CSE or care provider.
Ability to read and interpret technical documents.
Ability to write routine reports and correspondence, and effectively communicate in group settings.
Proficiency in creating and implementing documentation.
Excellent interpersonal communication skills.
Excellent problem solving skills and ability to take ownership.
Proficient in working with common software packages such as Microsoft Word, Microsoft Excel, Microsoft Outlook, internet software, VOIP and digital tools.
Nice to have
Experience with change management methodologies (e.g. ADKAR).
Prior experience with hardware/IoT reliant solutions.
Knowledgeable in the construction contracting industry, with specific experience in construction processes and cycles.
Physical Requirements
Ability to safely and successfully perform essential job functions, including meeting productivity standards.
Willingness to travel long distances and perform tasks on-site.
Salary Range: $75,000-85,000
Benefits
401(k)
401(k) matching
Health, Dental and Vision insurance
Paid time off
Parental leave
Schedule
Full-Time
40 hour work week - flexible scheduling
Monday to Friday (with potential occasional weekend)
Supplemental pay types
Bonus pay
Ability to commute/relocate
Houston, TX 77024: reliably commute or planning to relocate before starting work (Preferred)
Application
Interested? Send resume to: conny@nobi.life.
We are looking forward to having you join our amazing team!