LevelUp - WordPress Technical Support & Outsourcing

Customer Success Manager

• Take ownership of the end-to-end renewal process for assigned high-volume accounts, guaranteeing timely contract execution and sustaining a high Gross Revenue Retention (GRR).
• Administer the customer relationship, including processing amendments, addressing billing inquiries, and ensuring CRM data accuracy.
• Evaluate, process, and accurately execute customer downgrade requests in accordance with company policy, ensuring retention risks are identified, documented, and managed through internal escalation or value-based discussions.
• Contribute to special projects and customer-centric initiatives, such as targeted campaigns, process pilots, and operational programs aimed at boosting retention and efficiency.
• Lead customer calls and virtual meetings to facilitate commercial execution and address customer requirements throughout the renewal and retention lifecycle.
• Collaborate daily with a team of Customer Success Managers (CSMs) to deliver a seamless, unified customer experience.
• Serve as the primary point of contact for commercial escalations within your squad, partnering with Finance and Legal departments to overcome renewal obstacles.
• Maintain impeccable CRM hygiene by updating renewal dates, contact information, and commercial notes in real-time to enable accurate executive forecasting.
• Proactively identify bottlenecks within the high-volume renewal workflow and recommend automation or process enhancements to elevate squad efficiency.
• Drive relentless execution to meet and exceed team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

Customer Success Specialist

Executive Assistant

• Respond to customer inquiries using a provided FAQ and response guide to ensure accurate and consistent communication.
• Handle phone calls as needed to assist customers and address concerns promptly and professionally.
• Schedule appointments on the owner's calendar for inquiries that require a more in-depth discussion or consultation.
• Manage and organize email correspondence to ensure timely responses and follow-ups.
• Perform data entry tasks with a high degree of accuracy.
• Assist in streamlining workflows to improve operational efficiency.

Virtual Assistant – PTE

Data Entry

• Enter and update patient records accurately in internal databases, applications, and client systems like NextGen and EMA.
• Verify data accuracy and consistency by comparing it to source documents within legacy Practice Management and EMR systems.
• Perform routine quality checks on completed work before submission to ensure strict data integrity.
• Review patient records to extract and input medical histories, including medications, allergies, and past medical or surgical histories.
• Handle sensitive patient information with strict adherence to data handling protocols and confidentiality standards.
• Collaborate effectively with team members to clarify any missing, incomplete, or ambiguous information.
• Maintain a high level of productivity to support system conversion timelines and operational efficiency.

Customer Success Specialist

Virtual Assistant – PTE

Data Entry Specialist – 1-Year Contract