Remote (Canada Only)
If you are passionate about making a meaningful impact by helping Owl Practice Suite change how mental health care is delivered, this opportunity is for you. As a Practice Consultant you’ll be member of an Owl team dedicated to overseeing the new customer experience – introducing them to our platform, educating them about our powerful EHR features and services, assuring them that they will have an exceptional onboarding experience, and proactively assisting them in their early-stage Owl journey to becoming customer advocates and lifelong subscribers.
The ideal candidate will have a passion for delivering world-class support, experience in SaaS, Customer Success, as well as new customer orientation and onboarding.
What would you do for us?
- Help support, create, manage, and conduct exceptional onboarding experiences for Owl leads and customers in days 0-90 of their Owl Practice journeys:
- Address inbound and outbound lead and customer questions about our platform’s features via email, phone call, and 1:1 screen-sharing sessions
- Understand the unique workflows our different customer personas and be able to confidently make recommendations to them
- Guide customers through the migration process to Owl Practice
- Increase our customers’ product engagement and competency through teaching live classes, conducting Q&A sessions, and facilitating demos
- Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
- Contribute to achieving ambitious conversion and revenue goals:
- Implement strategies to directly impact trial sign-ups, trial-to-paid conversions, and customer retention
- Identify and maximize opportunities for potential up-sales and paid add-on feature adoption
- Customer relationship management
- Develop and maintain first 90-day relationships with assigned customers by understanding their needs, expectations, and goals.
- Identify potential additional business opportunities within new customer accounts through upselling, cross-selling, and expansion strategies.
- Provide excellent customer service to clients throughout the sales cycle, including answering inquiries and addressing concerns.
- Participate in the preparation of regular reports on customer account status, sales performance, and key metrics for internal stakeholders.
- Maintain alignment with the larger Customer Success team and other internal stakeholders
- Identify and report knowledge gaps and work to get them added to our knowledge base and systems
- Identify patterns in incoming support communications and keep an eye out for potential issues
- Work with other OPS teams to handle customer inquiries when inter-department collaboration is needed
- Triage incoming customer support emails to specialized CS team members as needed
- Help identify potential product enhancements and improvements to the customer onboarding experience by collecting and sharing customer feedback, including for paid add-on features and services
- Assist in providing post 90-day customer support when needed to assist Customer Advocate group responsibilities
- Our Practice Consultant Must-Haves:
- Experience in managing, guiding, and offering advice in customer interactions with a professional customer base
- Bachelor’s degree from an accredited college or university
- Impeccable written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
- A sense of urgency to complete work efficiently and accurately
- Creative problem-solving skills
- Confidence with managing many computer-based programs, applications, and toolsets simultaneously (e.g., Slack, Jira, HubSpot, Stripe, and internal systems)
- Passionate about Owl Practice Suite’s mission and the desire to work for a mission-driven company.
- More About You:
- You can explain complicated concepts in a clear and concise manner
- You’re highly empathetic, patient, and really love helping people
- You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
- Upbeat, enthusiastic, and a team player
- A plus if you have experience working in a fast-paced start-up environment
Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Owl we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this role.