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Tali AI

Posted 3 months ago

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Customer Success Specialist

TorontoOn-siteFull-time

AI Summary

Customer Success Specialist responsible for guiding new sign-ups through the first 90 days, onboarding users, resolving issues, and ensuring a high-quality, empathetic customer experience across English and French-speaking users.

About this role

Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today.
How do we do this? Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients. When clinicians can focus on care, healthcare becomes more accessible, more human, and more sustainable.
Tali is transforming the industry, serving thousands of clinicians across Canada and the US, accelerating millions of patient encounters annually, saving clinicians more than 10 hours a week. That time goes back to where it matters most, patient care.

As Customer Success Specialist, you aren't just solving problems, you are the architect of the customer’s first 90 days. You will be responsible for turning new sign-ups into power users by confidently communicating our value proposition and ensuring every touchpoint is seamless, empathetic, and high-impact.
Our team would love to hear from you if you have deep experience in customer workflows, user onboarding, knowledge base development, and of course, owning the resolution of customer needs and ensuring they have a great experience.

You might be a good fit if ....

  • You take the lead on problem solving for customers - you love helping users figure out how to use technology effectively.
  • You easily put yourself in the user’s shoes to help them understand how to fit our technology into their work day
  • Your perfect day is unplanned: you help whoever needs it most, juggling conflicting priorities and tasks with a smile
  • You have previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment
  • You're able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue
  • You have excellent verbal and written communication skills in English and French.
  • You are self-organizing, self-driving, and reliable - our customers will be counting on you to help them out of a jam
  • Bonus Point: You’re at ease with data and analytics
  • Bonus Point: You are adaptable to rapid growth and change - our product is cutting edge, and we’re improving it all the time
  • Bonus Point: Knowledge of the healthcare industry, EHR/EMRs, and AI assistants
  • Bonus Point: You're bilingual in English and French

    • What you'll do

  • Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible.
  • Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience.
  • Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time.
  • Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns.
  • Provide insights from customer interactions to contribute to the improvement of products and services.

    • Here's what to expect from our recruitment process

  • Selected candidates will be contacted for an initial 30-minute interview
  • Hiring Manager Interview (60 min)
  • Take Home Assessment (2 hours)
  • Panel Interview (60 min)
  • Decision Stage

    • Skills

    AI AssistantsCRMCross-Functional CollaborationCustomer Journey AnalyticsData AnalysisEHR/EMR FamiliarityEnglish Language ProficiencyFirst-value OnboardingFrench Language ProficiencyKnowledge Base DevelopmentLook And Feel Of User ExperienceMultichannel SupportOnboardingProduct Feedback LoopRetention AnalyticsSLA ManagementTicketing SystemsTier II Support

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