Customer Success Specialist

Job Description

Job Description

Who We Are

Novir is an emerging diagnostic biotechnology company with an unmatched team of professionals and trusted partners delivering smart, fast and flexible testing solutions supported by reliable, cost-effective screening products and best-in-class technology.

Our Values

Care for Tomorrow. Create a lasting, positive difference in the lives of others. Serve people with compassion and understanding. Recognize what truly matters and center every action around meeting the needs of our community both now and into the future.

Delight our Customers. Appreciate every interaction with our customers and find ways to bring them joy. See through the Customer’s eyes, understand and anticipate their needs to consistently deliver solutions exceeding their expectations.

Be Bold – Say It. Be direct and open. Speak with honesty and courage, and respect others for doing the same. Say what you think, embrace passionate debate, and always bring the issue to the table. Communicate with confidence.

Bring Your Best Self. Show up and be authentic. Utilize your greatest strengths and stay true to who you are. Bring positive energy, be genuine in your approach, and continually seek ways to grow. Be uncompromisingly you.

Innovate Relentlessly. Explore new possibilities and be willing to take a risk. Challenge status quo. Try new ideas, learn from mistakes, and rally the team to raise the bar.

About This Role:

Novir is looking for a Customer Success Specialist who will serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders. Proactively communicate timelines, expectations, and next steps to ensure a smooth customer experience. Act as an advocate for customers internally, ensuring their needs and concerns are addressed promptly. The ideal candidate is a proactive and results-driven professional with excellent communication and problem-solving skills. 

 

What You'll Do:

• Manage all clients at various stages of onboarding and service cycles, ensuring clear communication to all internal and external partners

• Develop and nurture strong relationship with assigned clients, acting as their main point of contact from onboarding through service completion

• Educate customers on Novir’s OHS process, requirements, and best practices for driving successful clinics 

• Actively work to understand client needs, goals, and objectives to provide tailored solutions and ensure client satisfaction 

• Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients 

• Monitor account performance metrics, proactively addressing any issues or concerns 

• Conduct regular check-ins virtually and in-person with clients to provide updates, gather feedback, and maintain a deep understanding of their evolving needs 

• Advocate for and represent the voice of the customer internally 

• Proactively listens to customer needs, provides accurate information, and manages expectations while maintaining a solution-focused approach

• Ensure accurate and timely record-keeping of all client interactions in our CRM

Key Experience We're Looking For:

• Bachelor's degree in business, marketing, or a related field (or equivalent work experience) 

• 3+ years' experience in client relations or management, preferably in a B2B environment 

• Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment 

• Strong understanding of proactive customer support strategies and best practices 

• Experience working with CRM software and other relevant tools to manage and track client interactions 

• Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable. Strong collaboration skills are important to the success of this position. 

How Success Is Measured:

• Number of clinics scheduled

• Clinic participation

• Account Retention Rate 

• Customer Feedback 

Who You Are:

• You’re Driven : You are a self-starter, but aren’t afraid to ask for direction 
• You’re Analytical: You understand systems and reporting, and are able to critically analyze data 
• You’re A People Person – Customer service is at the core of everything you do, and you are a great partner both internally and externally 
• You’re Flexible: You are comfortable flexing outside your role, and thrive in a changing environment 

Perks of Working @ Novir:

• Competitive total compensation offerings 
• Generous paid time off policy 
• Medical, dental and vision insurance, some of which is covered by the company 
• Company provided Disability and Life Insurance
• A friendly office atmosphere in our office space near the University of South Florida 
• Opportunity to build something incredible while being surrounded by intelligent, hardworking and motivated coworkers

Novir is a fast-growing startup with a work hard, play hard attitude. We look for smart, motivated individuals who are excited to build something incredible from the ground up!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.