Customer Administrative Specialist - Boston

Your role as a Customer Administrative Specialist

We are seeking a detail-oriented and organized Customer Administrative Specialist to manage the day-to-day administrative operations of our family intake and onboarding process, In this role, you will ensure that our families receive seamless service by maintaining accurate records, streamlining workflows, and expeditiously processing various workflows. Your focus on operational excellence will contribute to creating an exceptional onboarding experience for our families and our clinical teams.

Key Responsibilities

1. Maintain and update family information in our CRM system, ensuring accuracy and reliability for internal teams.

2. Organize and oversee customer onboarding, renewals, and follow-up schedules to ensure timely and efficient service delivery.

3. Generate and analyze reports on customer engagement, satisfaction, and retention metrics to inform team strategies and decision-making.

4. Create and maintain clear, organized documentation for customer success workflows, FAQs, and support resources.

5. Manage family requests, escalations, and follow-ups, ensuring issues are routed to the appropriate team members and resolved promptly.

6. Identify opportunities to improve customer success operations and propose efficient solutions to optimize workflows.

7. Work closely with sales, clinical, and product teams to ensure seamless communication and alignment of administrative processes.