Inside Customer Success Manager at OrthoFi

| Greater Denver Area
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About OrthoFi

OrthoFi is a Denver-based startup that is revolutionizing the orthodontic industry with software solutions that give doctors the capability to start more patients per year and to offload time consuming front-office processes. Our patent-pending solution puts patients in control of their payment plans and makes costly treatments affordable to almost everyone. We also automate many of the orthodontic business processes to help orthodontists save time and money. Founded by a dynamic combination of medical professionals, Wall Street veterans, and Fortune 500 executives, OrthoFi is revenue positive and poised to experience hyper-growth over the next five years. OrthoFi is on Inc. 5000’s Best Places to Work, ranked in Built in Colorado’s list of Top 100 Digital Companies in Colorado, and are #164 on the Inc. 5000 for 2018.
In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We’re looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. As a team, we enjoy the opportunity to make an impact on our customer’s lives and within our team. 

About the Role

The Inside Customer Success Manager will lead our team of Practice Advocate Leads and Practice Advocates as they handle inbound support calls and outbound account management touch points with multiple orthodontic offices located across the United Status. Responsibilities include but are not limited to the following:
  • Oversee and coordinate with PAs and/or Leads on the daily execution of practice support and account management activities to ensure that SLAs are being met in: Timely Issue Resolution, Call Quality, Customer Satisfaction and All Practice Scorecard 
  • Collaborate with Practice Advocate Leads to set the strategic direction for how the team executes their work
  • Facilitate the onboarding and training of new practice advocates
  • Manage escalation from practices; analyze trends in reporting and JIRA, along with OSM team feedback to identify and remove roadblocks or improve internal processes
  • Work with the Product team to provide feedback and VOC and advocate for product, process, and efficiency changes
  • Work with Data & Analytics to define requirements for Key Metrics for success 
  • Develop and disseminate Key Messaging and/or Scripting for inbound/outbound practice interactions
  • Collaborate in discussions and seize opportunities for cross functional knowledge sharing with PAs and other internal teams on tool functionality and process. 
  • Manage overall team performance toward OKRs
  • Ensure POD meetings are being held with all required stakeholders, and that they are productive
  • Define individual development plans 
  • Identify and facilitate PA training in response to trends in knowledge gap areas and provide opportunities for professional development.
  • Provide reporting to the organization surrounding PA Team performance and Key Metrics
  • Define ways to improve team productivity to help create scalability for the organization in this area
  • Analyze inbound call trends, and define strategies to address key customer issues, adoption gaps, etc. in coordination with OrthoSuccess Managers 
  • Support team engagement through team-building and culture activities

Secondary responsibilities:
  • Support inbound phones as needed for out of office and unplanned spikes in call volume

Desired Skills and Experience

  • 5 + years of inbound/outbound Customer Success and/or Customer Experience in a supervisory capacity
  • Strong ability identify trends in reporting to identify possible business problems 
  • Commitment to 100% customer satisfaction
  • Desire to coach team members to service excellence
  • Must exhibit empathy and compassion for our clients
  • Ability to maintain professional demeanor
  • Demonstrated ability to multi-task and solve poorly defined problems
  • Strong analytical and problem solving skills
  • Excellent communication skills - written, verbal and active listening
  • Ability to adapt to change quickly, and show a sense of urgency
  • Strong judgment and decision making abilities
  • Natural curiosity with a strong aptitude to learn quickly
  • Very strong technical aptitude

Perks

  • Brand-new office space
  • Nurturing and supportive culture
  • Unlimited PTO
  • Monthly team building activities
  • Company and team outings
  • Peer-to-peer recognition program
  • Casual dress atmosphere
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • TypescriptLanguages
    • AWS LambdaLanguages
    • Angular (7)Languages
    • ReactLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ZohoCRM

Location

Fun fact! Our building used to be a manufacturing facility for Ford Model T cars. We're conveniently located at I25 and Broadway.

An Insider's view of OrthoFi

How does your team reward individual success?

We use a program called Kazoo to publicly reward and recognize team members. This is widely used, and is a great way to show your teammates some love for their hard work. We also reward team members who have received the most recognition for OrthoFi's core values.

Will Hoberg

Product Manager

What kinds of technical challenges do you and your team face?

We face challenges quite similar to other web shops, in that we have a legacy platform that could always be shinier and more robust, design considerations of how to move it into new technology stacks that are quicker, and the very fun challenges of how to move entire static human-driven workflows into dynamic new technologies.

Nate Stevens

Software Engineer

What makes someone successful on your team?

My team members never look at a problem and say, "Not mine." Instead everyone jumps in willingly regardless of their role contributing knowledge, ideas, and solutions to ensure we move forward with the best experience for our clients.

Mary Foster

Product Manager

How do you empower your team to be more creative?

We believe creativity will come if we can appropriately turn our teams loose to solve business problems. We have adopted the Spotify Agile org model to promote autonomy, responsibility, and ownership to each of the teams to help aide this.

Steve O'Quin

VP of Technology

What’s the vibe like in the office?

Balanced. The vibe is the office always seems to be fun. I get excited going into work knowing I am going to be able to see my co-workers. There is an understanding that work needs to get done, but it doesn't have to be a drag.

Devin Gray

Software Engineer

What are OrthoFi Perks + Benefits

OrthoFi Benefits Overview

Nurturing and supportive culture
Monthly team building activities
Company and team outings
Meditation sessions and wellness initiatives
Peer-to-peer recognition program
Casual dress atmosphere
Snacks and coffee

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
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