Job Title: Customer Success Advocate – Dublin/Letterkenny Hybrid
At Optum, we deliver care aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best.
About the Role:
We are a Fortune 5 business and one of the world's leading healthcare companies. There are no limits here on the resources you'll have or the challenges you'll encounter. We have been supporting global healthcare systems from Ireland and the UK for more than 20 years, building a dynamic and diverse team of over 2,100 talented individuals.
Primary Responsibilities:
1. Communication and Engagement: Leverage exceptional communication skills to engage stakeholders effectively via virtual video calls and in-person meetings (though less frequent). Translate complex technical features and solutions into clear, compelling, and relatable messaging for both technical and non-technical audiences.
2. C customer Engagement and Advocacy: Develop a deep understanding of our analytics platform, its features, and capabilities. Engage with internal customers to understand their business needs, existing solutions, and opportunities for value creation. Educate customers on the platform's benefits, creating tailored value propositions that showcase its potential to augment or replace current tools.
3. Documentation and Knowledge Development: Create and maintain user documentation, including step-by-step guides, overviews, and FAQs. Continuously update documentation based on customer feedback and platform enhancements. Collaborate with the development team to feed and expand the platform's AI-driven support knowledge base.
4. Customer Feedback Loop: Collect and analyze feedback from customers to identify platform gaps, usability challenges, and improvement opportunities. Communicate insights effectively to the product development team, helping to prioritize the product backlog and align features with customer needs.
5. Cross-Team Collaboration: Serve as the voice of the customer within internal teams, ensuring that customer success is at the forefront of development efforts. Partner with developers, product managers, and AI specialists to refine features, address challenges, and improve customer outcomes.
6. Platform Enablement and Adoption: Monitor usage and outcomes to ensure successful platform adoption and ROI for customers.
The salary for this position is estimated to be around $85,000 - $110,000 per year, depending on location and experience.
Requirements:
* Bachelor's degree in a relevant field or equivalent experience.
* Proven experience in customer success, business analysis, product enablement, technical consulting, or a similar role.
* Outstanding communication skills, both verbal and written, with the ability to connect effectively through virtual platforms and occasional in-person meetings.
* Proven ability to build trust and establish strong, collaborative relationships with diverse internal stakeholders.
* Strong ability to learn and explain complex software platforms to both technical and non-technical audiences.
* Experience in creating clear, user-friendly technical documentation and guides.