Virta Health is on a mission to transform diabetes care and reverse the type 2 diabetes epidemic. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes. Virta is changing this by helping people reverse type 2 diabetes through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and live diabetes-free. Join us on our mission to reverse diabetes in 100M people.

We are looking for a Customer Success Specialist to join our CS team. This person will be at the center of our mission, working directly with our largest customers, supporting the tactical, day-to-day client engagement function. You’ll have an opportunity to work directly with both Customer Success Managers and customers to help manage Virta’s rapidly growing commercial book of business. If you love problem-solving and navigating solutions that have a direct impact on a customer’s experience and creating positive outcomes, we want to talk with you!

This role is open to remote applicants, so please apply regardless of your location.

Responsibilities

• Support day-to-day needs of assigned customers
• Partner with Customer Success Managers to understand the account strategy for each customer and manage/prioritize work accordingly
• Build trusted relationships with customer contacts, respond to customer inquiries via email, phone, or video conference
• Triage and work with internal partners to resolve escalations in a timely manner and communicate solutions or requested information to the customer
• Maintain a deep understanding of the organization, services offered, and processes to resolve more complex inquiries
• Coordinate cross-functionally with other departments to develop and deliver an appropriate solution for customers
• Advocate client needs cross-departmentally; identify common needs across customers to develop new standards or processes
• Understand common industry practices and develop or refine processes that align with best practices

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

• Get up to speed on Virta history, products and operations
• Build relationships with Customer Success Managers
• Build cross functional relationships with core internal stakeholders
• Shadow implementation and customer calls to learn our processes and approach
• Develop system for tracking customer requests/issues and resolution
• Introduction to day-to-day contacts for assigned customers
• Begin responding directly to customer inquiries
• Begin owning resolution of inquiries/issues with assigned customers

Must-Haves

• Passionate about bringing the Virta Treatment to those who need it most
• 3+ year experience working for a health plan or in the healthcare industry
• 3+ years experience in customer service, client management, operations, or other similar role
• Build effective relationships with both internal team members and external customer contacts
• Problem solver - ability to resolve complex issues, often cross-functionally and in collaboration with customers
• Ability to simultaneously manage and prioritize multiple projects and customer requests, keeping all stakeholders updated while managing customer expectations
• Inquisitive, asks probing questions to understand the details behind a customer request or issue in order to better problem-solve
• Ability to manage difficult conversations with customers and communicate alternative solutions
• Comfortable in a fast-paced and ever-evolving startup environment
• Strong written and verbal communication skills
• Detail oriented and analytical

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally
• You have a strong sense of ownership and take initiative while empowering others to do the same
• You prioritize positive impact over busy work
• You have no ego and understand that everyone has something to bring to the table regardless of experience
• You appreciate transparency and promote trust and empowerment through open access of information
• You are evidence-based and prioritize data and science over seniority or dogma
• You take risks and rapidly iterate

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As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $76,261 - $87,656. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.