Customer Success Associate (Enrollment)

DayTwo

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/04/2021
  • Website: daytwo.com
  • Company Address: Hasadot 16, Adanim, Tel Aviv, 4592500

About DayTwo

DayTwo develops software that provides personalized nutrition to enable people to live healthier lives and maintain normal blood sugar levels. The Company leverages its Gut Microbiome Platform™ to conduct advanced genetic sequencing of gut microbiome and big data analytics to predict an individual’s glycemic response based on gut microbiome and other clinical parameters.

Job Description

DayTwo is the first company to safely and sustainably balance blood sugar, lower A1C, and reduce weight using food as medicine and leveraging the profile of a patient’s gut-microbiome, without the use of medications or surgery. Our data science and digital tools combined with our clinical expertise are shifting the diabetes treatment paradigm from management to remission.
 
The Customer Success Associate (CSA) at DayTwo provides proactive motivation and information for our applicants throughout the enrollment process, from the moment they apply to DayTwo until they are enrolled in our program. The CSA will  proactively call applicants to make a personal connection, answer questions, provide support and encouragement, and guide the applicant throughout. This is a key role in DayTwo's Customer Success team, as your work will determine just how many members have the chance to take control of their diabetes. The CSA is an applicant’s primary contact at DayTwo throughout their enrollment process, and thus the defining aspect of their enrollment experience.
 
We’re looking for a smart, kind, determined, and detail-oriented person to join us. The CSA is an organized, empathetic, sales-oriented person with strong customer service skills who is willing to tackle any challenge and is driven to provide access to DayTwo's Personalized Nutrition to as many people as possible!
 

What you'll do:

    • Guide applicants through the DayTwo enrollment process to answer questions and provide motivation-
    • Regularly calling applicants (~50-60% of time on phone)
    • Email follow up
    • Manages volume of applicants throughout the enrollment funnel/process
    • Proactively thinks of ways to improve the enrollment process for patients and teammates and helps execute on those ideas with the team
    • Answers applicant questions accurately, with compassion & patience 
    • Uses independent judgement on how and when communication should be made to applicants
    • Accountable for conversion rate of the applicants 
    • Attends sales & customer service trainings & receive regular coaching on improving applicant contact quality/efficacy
    • Work  with confidential health information and/or issues using discretion and judgment
    • Become an expert on the DayTwo program, including staying up to date with the details of and the science supporting DayTwo's personalized nutrition

You will love this job if you:

    • Demonstrated ability to build relationships and trust with others quickly on the phone and via email (preferably in a healthcare setting)
    • A data-driven ability to use insights from qualitative conversations and quantitative metrics to build stronger relationships with applicants and improve conversion rates & improve enrollments
    • Ability to multi-task while staying detail-oriented, and excited to directly work with our applicants on the phone for >50-60% of the day
    • Willing to work hours that fit the needs of applicants across the country (this is not a 9-5 job)
    • Become proficient in Salesforce and all internal systems
    • Desire to learn and share the complicated science and intricate details of DayTwo's personalized nutrition

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.