About PHIflow

Founded in early 2018, PHIflow is an AI-driven company disrupting how healthcare organizations manage data-sharing relationships. 

Our mission is to provide actionable intelligence today for the PHI (Protected Health Information) breaches of tomorrow. Our founders have deep experience in healthcare, technology and strategy.

We’re looking for energetic and resourceful team members to help shape our company’s culture and join us on our exciting journey.



Essence of the Role

PHIflow is looking to hire a Customer Experience Manager to lead our customer service and end-user support efforts. This individual is passionate about problem solving, is friendly, outgoing and professional and maintains a can-do attitude about representing our brand. This is an extremely critical role for PHIflow, serving as the front-line for our end-users. Additionally, the Customer Experience Manager will be expected to take a hands-on role working alongside PHIflow’s Product Development and Sales teams to help continuously shape our product. This position will report directly to the Chief Operating Officer.

As the Customer Experience Manager, this individual will become one of the few initial customer-facing identities of PHIflow and help define PHIflow’s true customer experience. This position will also require playing the “Voice of Customer” role during internal product strategy discussions. This role will have a direct impact on our success!


Responsibilities

* Manage the onboarding process and experience for customers

* Deliver product demonstrations, provide technical assistance, develop training materials

* Become PHIflow’s internal “Voice of the Customer” to provide feedback to Product Development and Sales teams

* Take ownership for each customer’s success story and value created by PHIflow’s services and product

* Respond quickly to customer needs, often at the Senior level and above

* Solicit references, referrals and testimonials from customers

* Act as a ‘warm lead’ liaison to sales teams for additional revenue and upsell opportunities


Experience

This role is best suited for someone who has excellent interpersonal skills, multitasking abilities and is a very proficient communicator. They have a positive attitude, empathy and can adapt quickly to challenging customer needs. This candidate is someone who has at least 3 years of experience in either technical customer support or account management at a SaaS company (this is a must!). Prior experience in product management or operations in IT, compliance, or other healthcare companies is a plus. Successful completion of undergraduate studies is required.


Why this Role is Compelling

As a startup, all PHIflow team members wear many hats. We expect that the Customer Experience Manager will as well. This role offers the chance to take part in a very unique and innovative entrepreneurial journey. We are building a diverse team to help us on our mission, where each individual will be a valuable contributor. We value professional development and learning, having an open mind, teamwork and striking the proper Life-Work balance.

PHIflow is an equal opportunity employer and offers salaries commensurate with qualifications and experience, complemented by competitive benefits for all employees. The Customer Experience Manager role is a full-time position. The Customer Experience Manager role will be eligible for stock options based on performance. Please be willing to provide professional references upon request.

How to Apply

In additionto applying directly through this job post, please email a copy of your resume to apply@phiflow.co with "Customer Experience Manager -Your Name"in the subject line. In the body of the email, please introduce yourself and reference how and where (which job board) you found our Job Description. Thank you!