Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
Summary of Position
The Customer Success Coordinator will operate under the guidance of the Sr. Manager of Customer Operations, focusing on customer support to address disputes and satisfaction issues. This role is pivotal in maintaining customer satisfaction and delight through dispute resolution and reporting, as well as providing support to both customers and internal teams.
Essential Duties and Responsibilities
Lead Account Audits to support strategic client and internal decision-making by identifying risks, opportunities, and trends in account data. Act as a consultant to internal stakeholders on insights and recommendations.
Design and Deliver Advanced Customer Reports that provide actionable intelligence, enabling informed business decisions across departments and with external clients.
Oversee Change Order and Amendment Management, ensuring timely and accurate implementation across contracts, billing, internal systems, and fleet data. Serve as a liaison between cross-functional teams to drive operational excellence.
Resolve Complex Billing Disputes and Inquiries with a focus on root cause analysis, long-term resolution, and client satisfaction. Provide guidance to internal stakeholders on best practices for customer communication and escalation management.
Develop and Execute Strategic Customer Success Plans for at-risk accounts, restoring client confidence and satisfaction. Partner with sales and support leadership to reallocate focus on core responsibilities by assuming ownership of critical recovery initiatives.
Manage End-of-Life (EOL) Program Execution, coordinating with all stakeholders to ensure timely communication, contract adjustments, and decommissioning of assets according to lifecycle plans.
Conduct Proactive Customer Health Monitoring using data-driven insights to identify service gaps, reduce churn risk, and recommend continuous improvement initiatives. Collaborate with product and support teams to implement enhancements based on findings.
Provide Leadership on Special Projects and Cross-Functional Initiatives as assigned, contributing subject-matter expertise, strategic planning, and coordination to achieve high-impact outcomes.
Perform any other duties reasonably required by the Customer Operations Manager
Qualifications Expected
Clear and effective oral and written communication skills in English.
Proficiency in data analysis tools and project management.
Effective communication and presentation skills, with the ability to convey complex ideas clearly.
Demonstrated experience managing customer relationships and driving retention or satisfaction initiatives.
Strong analytical and problem-solving skills, with a data-driven approach to drive effectiveness.
Project management abilities, including the ability to prioritize tasks and manage multiple projects simultaneously.
Strong conflict resolution and escalation management skills, with a focus on client retention and satisfaction.
Experience working within technology platforms, CRM and ERP systems, or SaaS environments. Salesforce and SalesPad experience is a plus.
Qualifications Preferred
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
