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heva is seeking a Customer Success Associate to join their team in Santo Domingo, Dominican Republic. In this role, you will be the primary point of contact for healthcare providers who have been onboarded to the heva platform, ensuring they fully adopt its features, achieve their desired outcomes, and derive maximum value from the service.
Key responsibilities include:
- Serving as the main point of contact for onboarded providers, building strong and trusted relationships
- Proactively monitoring provider activity and platform adoption to ensure full utilization and satisfaction
- Providing training, resources, and support to help providers leverage all platform features effectively
- Troubleshooting provider issues and coordinating with internal teams for quick resolution
- Gathering and relaying provider feedback to inform product improvements
- Tracking provider health metrics and intervening when usage or satisfaction declines
- Assisting interested patients in navigating the heva process for a smooth experience
- Maintaining accurate records of all provider and patient interactions in the CRM system
- Collaborating closely with sales, product, and operations teams to ensure seamless provider and patient experiences
This is a full-time, on-site position based in Santo Domingo. The role bridges customer support and account management, requiring you to balance technical troubleshooting with relationship-building and patient engagement.
Requirements:
- Bachelor's degree in Business, Communications, Healthcare Administration, or a related field
- Professional proficiency in both English and Spanish (written and spoken)
- Experience in a customer success, account management, or client-facing support role, preferably in SaaS, healthcare, or medical services
- Strong interpersonal, relationship-building, and communication skills
- Ability to explain technical concepts to non-technical users
- Proficiency with Google Workspace (Docs, Sheets, Slides, etc.)
- Highly organized, with the ability to manage multiple priorities and accounts simultaneously
- Empathetic and patient-focused, with a commitment to delivering excellent customer experience
