Product Success Specialist (New Verticals)

In order to ensure our clients are able to provide the best patient experience possible, Cedar is seeking a Product Success Specialist to support our New Verticals clients in their day-to-day use of the product, work cross-functionally to ensure the smoothest client journey both with case management and the product itself, and provide a valuable voice for our clients throughout the product development lifecycle. You’ll also have the opportunity to be hands-on in scaling the team, shaping client experiences in newly expanding verticals, and contributing to along with the development of team processes and best practices.

The Product Success Team is scaling and evolving quickly, allowing you to play an integral role in the team's growth, as well as your professional growth and development.

In this position you will:

• Work independently to manage and triage incoming client requests and concerns for our most complex and high-priority clients.
• Ensure timely follow-up of client requests and concerns and effectively prioritize, triage, and escalate issues that require additional resources.
• Manage product issues to completion by working cross-functionally with Product Management, Engineering, Client Management, and other key stakeholders.
• Partner with team leaders and Product Managers to surface valuable insights and feedback, prioritize product issues effectively, and support efforts to monitor the health of our products.
• Become a true Cedar product expert.
• You may also: 
• Ideate and support impactful team improvement and development projects.
• Developing or enhancing team processes to scale.
• Support and mentor new team members as they onboard.

• 2-4 years experience in a customer/client-facing role
• Demonstrated experience in the dental/orthodontic or small business specialty care verticals.
• Comfort and willingness to proactively engage with clients/users via phone calls as needed.
• Ability to conduct ad hoc training sessions for clients/users as required.
• Ability to communicate thoughtfully and tactfully with a variety of client stakeholders
• Excellent written and verbal communication skills
• Solutions oriented problem-solving and critical thinking abilities
• Basic understanding of product development in the technology space
• Self-starter and excited to work in a fast-paced environment
• Highly motivated with a strong work ethic and good judgment
• Strong emphasis on building and maintaining positive client relationships, demonstrating empathy and a commitment to client satisfaction.
• Strong interpersonal skills - you care about people and are passionate about helping others!

Desired But Not Required 

• Knowledge of or experience in the healthcare space and/or medical billing
• Familiarity with case management systems and metrics
• Working experience with analytics tools like Snowflake and Looker; ability to write and execute SQL queries
• Previous role at an early-stage start-up
• Ability to commute to our Manhattan office for occasional in-person meetings or collaboration, as needed.

Compensation Range and Benefits

• Salary Range*: $85,000 - $100,000
• This role is equity eligible
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

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