customer success, operations, technical support

Apply via: Work at a Start Up

🌟 Company Overview

Morf is an integration platform that makes it easy for healthcare providers to sync patient data and automate workflows across their tools — eliminating tedious administrative tasks and empowering them to focus on patient care as they grow.

In other words, Morf is like Zapier for Healthcare.

We’re a small, scrappy team driven by empathy for our customers and teammates, pride in and mastery of our craft, and a passion for bringing healthcare IT into the 21st century.

📍 Location: SF

Only candidates based in SF / Bay Area will be considered

⚡️ Challenges this role will be help us tackle

Morf is looking for an enthusiastic and dynamic team member to drive customer success — maximizing the value our customers get from the Morf platform while optimizing operational efficiency. Critical to this role is a passion for no-code / low-code tools and a problem-solver mentality.

As our Founding Customer Success Manager, you will be the frontline interaction with our customers, guiding them from their initial signup through the journey of creating, launching and iterating on their workflow automations. You will be an in-house Morf expert who can answer any customer question and build any workflow. You will be responsible for developing the educational resources needed to make our customers as autonomous and self-sufficient as possible.

Reporting directly to the CEO, you will have an opportunity to play a pivotal role on our journey towards scalability by working creatively and efficiently to guide our customers to success.

🚀 What you’ll do

• Workflow automation support: Translate customer needs into actionable workflows. Assist with setting up and editing workflows in the Morf platform. Address any technical issues as they arise, ensuring a smooth customer experience.
• Customer engagement: Respond to customer queries via Slack, and other channels, providing clear, empathetic, and effective solutions. Explain features, suggest potential solutions, understand and diagnose bugs, and record short Looms.
• Project management: Triage customer queries efficiently and project manage those requests through to resolution while ensuring a high level of customer satisfaction.
• Onboarding and activation: Act as an onboarding specialist, ensuring new customers and prospective customers can get started and launch with Morf quickly. Provide personalized onboarding sessions to help customers get the most out of Morf.
• Measure success: Monitor key performance indicators (KPIs) to track the effectiveness of customer success initiatives and provide data-driven recommendations for improvements
• Voice of the customer: Actively collect customer feedback, translating these learnings into actionable requirements and inputs for the product roadmap. Identify areas where customers are struggling and where they are excelling to help build a better product.
• Educational content creation and documentation: Based on the problems you see while supporting customers, develop Morf documentation, FAQs, user guides and tutorials.