Description

About Verato

Verato, the identity experts for healthcare, is a high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 80 of the most respected brands in healthcare rely on Verato’s next generation cloud identity resolution platform for a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, Verato is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50% annually over the last 3 years. More importantly, Verato celebrates 99% customer retention, exemplifying the fact that customer obsession is at the center of our growth story.

Core to Verato’s strategy for continued growth is our drive to build a strong people-first culture that attracts, develops and retains the best skills and talent in the world. Verato operates on the simple notion that a company must first and foremost take care of its employees. In turn, these employees will take care of the company’s customers, and these customers will take care of the company’s shareholders. Verato believes in empowering teams with the best tools and development available. Staff receive opportunities to expand their knowledge in areas of technology (e.g. big data, distributed/cloud computing, complex algorithms), healthcare and organizational development. As Verato continues a trajectory of high-growth and high impact, each member of the team gets an influential front-row seat as we execute our business strategy. Together, we can make a profound and positive change in healthcare as we know it today. 

Verato Values

We are focused on continually raising the bar on excellence across the organization, from marketing to engineering to customer service. Our guiding principles are to Make a Difference, to be Trustworthy and to be Customer Obsessed.

Verato employees have a precise focus on proactively protecting the privacy and security of all systems while always ensuring they are following documented policies and procedures.

ABOUT THE POSITION:

We are seeking an Associate Support Analyst who is interested in joining a highly dynamic and intellectually inspiring team. The Associate Support Analyst role will support the successful resolution of support tickets from Verato customers, prospects, partners to help increase product adoption. The candidate will develop deep skills related to Verato products, infrastructure, and operations, and position a superior customer support experience for all customers. This position will support Verato team for customers' service experience and realization of indisputable ROI resulting in the achievement of GRR, CSAT/NPS, NRR and referenceable customer goals.

As a member of the Verato Customer Experience team, you will be a part of a dynamic environment where hustle and the desire to make things happen are an absolute must. Verato offers a solution that is the foundation for the changes that are happening in healthcare.

We are focused on continually raising the bar on excellence across the organization, from marketing to engineering to customer service. Our guiding principles are founded on integrity, teamwork, commitment, agility, privacy, and security. 

This position will be based out of our Headquarters Office in McLean, Virginia. This position will report to the Manager of Customer Support.

ESSENTIAL FUNCTIONS AND DUTIES:

• Provide Swift and Effective Customer Support: Respond promptly to customer support tickets and calls, efficiently assessing the level of severity and prioritizing requests for swift resolution.
• Data Analysis for Actionable Insights: Conduct in-depth analysis of client data to derive meaningful insights, assisting customers in determining their next best actions.
• Collaborative Issue Resolution: Work closely with cross-functional Customer Experience (CX) teams to diagnose and resolve customer issues, ensuring a seamless support experience.
• Facilitate Product Improvement: Relay customer feedback and feature requests to Product and Engineering teams, contributing to the continuous enhancement of our offerings.
• Identify Upsell Opportunities: Recognize potential leads for upselling Verato products beyond initial implementation use cases, thereby maximizing customer value.
• Contribute to Knowledge Base: Develop and maintain knowledge base materials such as FAQs and support documentation to empower both customers and internal teams.
• Build Strong Customer Relationships: Cultivate trust and satisfaction by establishing and nurturing strong relationships with customers.
• Quality Assurance Testing: Review and test new product functionalities across various identity management domains, ensuring product excellence and reliability.
• Continuous Improvement: Proactively identify opportunities to enhance the customer support experience, aligning with our culture of continuous optimization.
• Reporting and Analysis: Compile and analyze support statistics, collaborating with support leaders to generate detailed reports on findings.
• On-call Support: Participate in team on-call rotations to troubleshoot and resolve high-severity customer incidents effectively.

Requirements

EDUCATION: 

• Required: Bachelor’s degree in Analytics, Computer Science, or related field.
• Preferred: N/A

EXPERIENCE:

Required:

• Strong verbal and written communication skills, with a customer-centric mindset and technical proficiency.
• Ability to foster collaboration within teams and demonstrate advanced judgment and problem-solving skills.
• Superior interpersonal skills, high sense of urgency, and exceptional organizational abilities.
• Proficiency in cloud platforms, REST/SOAP APIs, scripting, BI technologies, and relevant technologies including Snowflake, Alteryx, AWS Cloud Watch, Postgres, SQL, 

Preferred:

• Familiarity with company policies, SLAs, and product knowledge.
• Moderate analytics and reporting skills, including KPIs and dashboards.
• Experience in project management and process improvement initiatives.
• Knowledge of healthcare industry dynamics and relevant domains such as Master Data Management (MDM) and Master Patient Index (MPI).

THIS JOB IS RIGHT FOR YOU IF:

• You thrive in high-pressure environments, showcasing dependability and adaptability.
• You possess proficiency in analytical tools and Microsoft Excel.
• You excel in communication, including synthesizing information for senior management.
• You enjoy the dynamic nature of a startup environment with significant growth potential.