What are the responsibilities and job description for the Customer Success Associate position at Innovent Global, Inc.?
Bilingual Customer Success Associate– Healthcare Technology
Bilingual Spanish a Must
Make an Impact: Help Fight Diabetes by Early Detection!
Are you a high-energy, results-driven, customer-focused professional eager to make a difference? Join as our Customer Success Associate and drive adoption of our cutting-edge eye screening technology in South Florida. You’ll represent a product that helps detect Diabetes in early stages at your Primary Care Doctor office while growing your career in a fast-moving, mission-driven health-tech company.
Why Innovent?
Rapidly growing health-tech company on a mission to make eye care easy, fast, and accessible. Our high-quality, easy-to-use retinal screening camera enables primary care providers to detect life-changing diseases early. We’re a collaborative, purpose-led team where every new customer makes a real impact.
Your Role: Support our customers and ensure their success
As a Customer Success Associate, you’ll own the full customer support relationship, from supporting smooth implementations of our solution, to being the first line of support if issues arise and maintaining the customer relationship and their program for continued long-term success. You’ll be part of global first-line support team, working closely with our India/Asia support colleagues and commercial teams. You will report to the Regional Sales Manager in Florida and, operationally, to our Global Customer Success Manager. In this role, you will also collaborate closely with the Product Team, Technical Team, and the rest of the organization.
Key Responsibilities
Preparation:
- Prepare for onboarding new customers by ensuring the solution is correctly configured and tailored to customer specifications. Follow SOPs in detail to ensure everything goes smoothly with implementation.
Welcoming new customers:
- Be responsible for deploying our solution and ensuring our customers have a successful start to their screening programs, including on-site and remote training.
Be the first line of Customer Support:
- If the customer has issues that they can’t resolve themselves, you will be available to support them as you resolve the issue.
Ticketing management:
- Effectively manage our ticketing platform and ensure tickets are resolved or escalated quickly. Always update tickets and log actions appropriately so nothing falls through the cracks, using our ticketing system and CRM every day.
Triage & prioritization:
- Assess the impact of issues, assign severity levels, and make sure critical problems are escalated and handled with urgency.
Relationship Management:
- Build long-term partnerships that drive satisfaction and retention, and strong day-to-day working relationships with clinic staff that drive satisfaction and reliable screening operations. Monitor usage, help customers keep their screening programs on track.
- You are responsible for ensuring their continued success and driving increased adoption of our service, including increasing usage and expanding our engagements.
Who You Are
- Early to mid-career experience in customer success, account management, or a customer-facing role.
- Highly motivated, organized, and detail-oriented.
- Excellent communicator, confident, engaging with healthcare professionals.
- Collaborative yet independent, you thrive on feedback and continuous learning.
- Passionate about healthcare and making a measurable difference for patients.
Education
Bachelor’s degree in business, marketing, healthcare administration, or related field preferred, equivalent experience welcomed. Applicants with a clinical or nursing background who wish to transition into supporting healthcare screening programs are encouraged to apply.
Additional
Valid driver’s license and willingness to travel regionally. Office Location: Boca Raton with travel required to client's offices in the South Florida area plus occaisional trips to Tampa and Orlando (travel reimbursed and all expenses covered).
Authorized to work in the U.S.
Fluency in English & Spanish required.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person