What are the responsibilities and job description for the Customer Operations Specialist position at Kollective Group?
Position: Customer Operations Specialist
Location: NYC Office, Manhattan
Industry: B2B SaaS, HealthTech
Our client is a Manhattan, NY–based IoT and SaaS company that helps Healthcare Facilities Managers (HFMs) automate compliance-related busywork.
With more than 100,000 Smart Emergency Lights, Room Pressure Monitors, Fridge Monitors, and Fire Extinguisher Monitors deployed, the company saves its customers tens of thousands of labor hours each year—helping over 2,200 facilities stay safe and compliant across 47 states.
The company is growing quickly. Join us as we scale smart compliance through innovation.
Responsibilities:
Client Relationship Management
- Build and maintain trusted relationships with Healthcare Facilities Managers and operational leaders using our client’s system.
- Monitor customer dashboards for data accuracy, device health, and certification status.
- Provide recommendations to improve dashboard usage and operational efficiency.
Compliance Assurance
- Review system-generated compliance reports, alerts, and inspection results to help customers stay aligned with regulatory requirements.
- Proactively notify customers of potential compliance risks and guide corrective actions.
Customer Support
- Serve as a primary point of contact for troubleshooting and support inquiries.
- Diagnose and resolve hardware-related issues, escalating complex problems to internal teams as needed.
- Follow up with customers to confirm resolution and satisfaction.
Customer Training & Enablement
- Deliver ongoing training and refresher sessions to help customers fully leverage dashboards, alerts, and compliance tools.
- Improve training materials, best-practice documentation, and workflow recommendations.
- Identify knowledge gaps and address them through targeted education.
Cross-Functional Collaboration
- Partner closely with internal teams to ensure a smooth transition following deployment.
- Share customer feedback and insights with Product and Engineering teams to inform roadmap decisions.
Requirements:
- 2–3 years of experience in Customer Success, Customer Operations, or Client Services, ideally in SaaS or healthcare.
- Strong relationship-building and communication skills with a history of managing customer accounts successfully.
- Experience using CRM systems, dashboards, and basic data analysis tools.
Benefits:
- Base salary of $80,000–$90,000 bonus opportunities
- Equity
- Comprehensive healthcare benefits
- Generous PTO, and 401(k)
Salary : $80,000 - $90,000