Customer Success Specialist

Optimus was founded by Doctors, Software Engineers, and Business experts to bring true innovation in Healthcare. We are looking beyond the regular Hospital Management or Electronic Medical Records. We are rebuilding the entire experience of Healthcare Solutions to be centered around the Doctor’s Medical needs and the Patient’s Experience and Happiness.This role is for our core product Helix, a fully integrated EMR & ERP solution — Built By Doctors for Doctors. Learn more by visiting https://helixbydoctors.com/We are currently looking for experienced Customer Success Specialists. As a member of the Customer Success team at Optimus FZCO, you will be the primary point of contact for our clients’ post-sales, ensuring they are successfully onboarded, trained, and supported as they implement and use our Patient Management System. Your goal is to help clients fully realize the value of our platform, drive customer satisfaction, and increase product adoption, retention, and overall success. You will work closely with cross-functional teams, including Sales, Support, and Product, to ensure that customer feedback is heard and incorporated into our ongoing development efforts. The ideal candidate is an excellent communicator, a proactive problem-solver, and someone who thrives in building long-term relationships with clients.Responsibilities:Lead the onboarding process for new clients, providing training and guidance to ensure they understand and can effectively use all features of the Patient Management System.Manage the implementation timeline and track progress to ensure that projects are completed on time, within scope, and according to client expectations. Coordinate with internal teams, including product, development, and support, to ensure smooth project execution and resolve any issues that arise during implementation.Serve as the voice of the customer, advocating for their needs and ensuring that their expectations are met throughout their journey with the platform.Build and maintain strong, long-term relationships with clients, ensuring they receive exceptional customer service and support.Monitor client usage of the platform and proactively recommend features or best practices to maximize product adoption and engagement.Address and resolving any issues or concerns clients may encounter by providing Level 1 support, including troubleshooting basic technical problems, answering product-related questions, and offering guidance on best practices requested through our ticketing system. When necessary, escalate more complex issues to the technical support team, ensuring that all concerns are addressed, and timely resolutions are provided.Contribute to the development and maintenance of our knowledge base and FAQ content and assist in the creation of video tutorials and training materials for clients.Work with clients to ensure renewals and identify opportunities for upselling or cross-selling additional features or products that would benefit them.Track key performance indicators (KPIs) and customer health scores, identifying potential risks and working with clients to improve their overall satisfaction.Contribute to the continuous improvement of our customer support processes.Metrics:Achieve and maintain a customer satisfaction score of 90% or higher.Contribute to maintaining an NPS score above 60%.Resolve 80% of customer inquiries within the first contact.Maintain an average response time of less than 2 hours for all customer inquiries.Contribute at least 5 new articles to the knowledge base per month.Achieve a ticket closure rate of 95% within established SLAs.Requirements:3+ years of proven experience in customer success, account management, or similar client-facing role, ideally within the SaaS or healthcare technology industry.Strong understanding of healthcare clinic operations and the challenges of managing patient data and clinic workflows.Exceptional communication skills, both written and verbal, with the ability to explain complex concepts to non-technical users in English (Arabic a plus).Excellent interpersonal skills with a focus on relationship-building and customer satisfaction.Strong problem-solving skills, with the ability to troubleshoot and provide effective solutions.Highly organized, with the ability to manage multiple clients and projects simultaneously.Self-motivated and results-oriented, with the ability to work independently and as part of a team.A passion for helping customers succeed and a commitment to providing outstanding service.Preferred Qualifications:Bachelor's degree in Business, Healthcare Administration, or a related field.Experience working in or with healthcare clinics or healthcare software solutions.Knowledge of data privacy and data security regulations and practices related to healthcare systems.Experience in SaaS, customer success management, or healthcare technology sales is a plus.