Client Experience Navigator

Job Summary:

At REE, our Client Experience Navigators, also know as account managers or customer success in other companies, play a critical role in the overall process of providing high quality medical evidence to our clients. The Navigators are the face of REE for our client after a sale has closed. They are responsible for establishing a supportive relationship with each client ensuring success, and overall satisfaction with REE's products and services. A successful Navigator operates with empathy and excellent communication skills, strong organizational and time management skills, and overall is motivated to support our clients through quality execution of structured processes.

Our Client Experience team members work alongside their peers within both the Sales and Operations departments ensuring REE Medical maintains an excellent standard of service for our clients.

What is expected in this Role:

• Serving as a skillful and empathetic Customer Success or Account Manager executor, intaking all pertinent information provided and navigating the total client lifecycle internally and externally ensuring a quality experience for the client.
• This means you are connecting with new clients quickly and establishing a supportive relationship through the client onboarding process, ensuring they understand how REE's products or services work and the timelines around each phase of their lifecycle.
• This means you are the main point of contact for clients, responding promptly to emails, calls, and other communications and ensuring you are acting as the voice of the client within the company, confirming needs and expectations are met, while regularly communicating the value of REE's products or services to the client, reinforcing the importance of the relationship.
• This can look like conducting regular meetings or check-ins with clients to discuss their needs, review progress, and address any concerns.
• This can also look like working closely with sales, disability operations, medical services, client review, health information management, and other support teams to ensure client needs' are met and expectations are exceeded.
• This means you are proactively developing and confirming strategies with supervisors and Client Experience leaders for client growth, including upselling, referral generation, and cross-selling opportunities.
• This means you are gathering and sharing client insights and feedback with relevant teams to improve products or services.
• This means you operate as a process coordinator, skillfully navigating every step of the client lifecycle managing urgent and important tasks effectively to ensure timely resolutions.
• This also means you are actively engaging in every conversation both internally and externally ensuring all client information and data is accurate and updated throughout the process ensuring the delivery of the most accurate medical evidence to the client while following all compliance based processes and procedures safeguarding personally identifiable information / personal health information across the team.  

Requirements

What you need in this role to be successful: 

• 2+ years of experience in customer service, customer success, account management, or customer facing related role with a proven track record of managing client relationships through a service based lifecycle.

• Proficiency in Microsoft Office Suite and navigating multiple platforms including Salesforce, ZoHo, Slack, Teams, etc.  
• Any professional experience with Salesforce or Zoho as your main CRM is a plus!
• Previous experience working in the medical industry is a Plus! 
• Previous experience operating in a data driven environment, reporting on daily activities is a Plus! 
• Previous experience working with the Veteran community or within the VA regulations is a Plus! 
• Comfortability being on the phone whether sitting or standing for extended periods of time.  
• Highly organized, have multi-tasking skills, and efficient in ambiguous situations with the ability to manage multiple client accounts and projects simultaneously, with strong attention to detail.
• Proactive thinking, consistently foreseeing and preparing for forthcoming challenges or opportunities. 
• Excellent interpersonal and communication skills for facilitating effective collaboration across various departments and levels of the organization while still communicating to understand and address client concerns with sensitivity and professionalism.
• Track record of working in a fast-paced, fluid environment. 
• Analytical and problem-solving orientation. 
• High school diploma or equivalent required. A.S., B.A., B.S. degrees are a Plus! 

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $24/hour - $26/hour depending on experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.


REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.