Partner Support Specialist - Remote

Overview

Truveta is the world’s first health provider led data platform with a vision of Saving Lives with Data. Our mission is to enable researchers to find cures faster, empower every clinician to be an expert, and help families make the most informed decisions about their care. Achieving Truveta’s ambitious vision requires an incredible team of talented and inspired people with a special combination of health, software and big data experience who share our company values.

In Short

• Empower clients by providing exceptional support, seamless onboarding, and expert guidance on platform usage.
• Ensure a smooth and efficient research experience while continuously improving processes and sharing insights to enhance customer success.
• Serve as the point of contact for customer inquiries via email, providing timely and professional assistance.
• Troubleshoot and resolve customer issues, escalating complex cases to appropriate teams when necessary.
• Guide customers through new product features and user best practices.
• Identify recurring customer issues and work with the team to develop proactive solutions and improvements.
• Assist with scheduling, creating materials for, and tracking follow-ups required for key customer meetings.
• Track progress toward renewal goals and other customer success metrics.
• Collaborate with internal teams, including Product, Engineering, Analytics, and Customer Success, to address customer concerns effectively.
• Develop and update knowledge base articles, FAQs, and training materials to enhance customer self-service capabilities.

Requirements

• 2+ years of experience in customer support, technical support, or a related field. Experience with real world data or EHR is a plus.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Excellent written and verbal communication skills.
• Ability to work independently, take ownership of deliverables, and manage multiple tasks simultaneously.
• High attention to detail and ability to deliver accurate and timely solutions.
• Ability to simplify complex concepts and explain them effectively to customers.
• Experience with customer support tools such as ADO, Intercom, Salesforce, or similar platforms is a plus.
• Maintains a high degree of professionalism and enthusiasm.

Benefits

• Interesting and meaningful work for every career stage.
• Great benefits package.
• Professional development & training opportunities for continuous learning.