About Us:

Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant experience, and technology that enables customized outcomes for doctors, hospitals, insurers, and manufacturers. Our team makes the same promise to each other as the one we’ve made to our customers, doctors, and partners: everybody needs some looking after sometimes. We’ll never lose sight of the fact that behind all the craziness of the healthcare system, we’re just people looking after other people. Capsule has raised over $250 million from TCV, Thrive Capital, Glade Brook Capital, and The Virgin Group.

Who You Are

  • You have 2+ years experience in a role maintaining client relationships and genuinely enjoy the process of providing top notch customer service to clients
  • Experience in a customer success, customer service, or post-sales team a plus
  • You are a motivated self-starter with problem resolution skills
  • You take pride in turning clients around, and will go the distance to save a client from churning
  • You are an excellent communicator with great written and oral presentation skills with no fear of jumping on the phones
  • You enjoy testing new ideas and collaborating with other teams to brainstorm and drive new projects to completion
  • You have strong prioritization skills, with the ability to manage competing priorities and multitask throughout the day
  • Technical proficiency - you are comfortable learning and using new tools and systems
  • You like “getting your hands dirty”; you are flexible and able to excel in an environment of quick change and improvement
  • You are flexible and able to excel in an environment of quick change and improvement
  • You are passionate about our mission and motivated to improve the quality of service we provide
  • Experience in healthcare technology, pharmaceuticals, or healthcare administration preferred

What You Will Do

  • Establish and maintain strong relationships with top doctors, with a constant eye towards retention and engagement
  • Proactively identify and resolve issues that could affect customer satisfaction and loyalty through analytics and qualitative feedback sourcing
  • Optimize customer accounts by improving engagement, adoption, and overall realized value
  • Work towards provider satisfaction and long-term loyalty by identifying opportunities, managing expectations, and gathering provider feedback
  • Partner with the Sales team to drive customer satisfaction, focusing on customer retention as a key metric
  • Provide high level of support to ensure providers have a clear understanding of Capsule’s product and service offerings
  • Own and project manage complex issues to ensure provider success with Capsule
  • Develop subject matter expertise for your book of business

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