Customer Care Representative
•Ruggable· 6h
📣 Marketing⏰ Full-time🌱 Entry Level💰 $37k-37k🌎 Americas
6h ago
Getlabs·about 11 hours ago
The Partnerships and Growth Representative plays a key supporting role working in close partnership with the Customer Success and Business Development teams to deliver a high-quality experience across Getlabs’ partner base.
This role is designed to extend the capacity and effectiveness of both teams, ensuring day-to-day partner needs are addressed, operational workflows run smoothly, and accounts are positioned for growth.
The ideal candidate is highly organized, responsive, and proactive, capable of managing multiple priorities while maintaining a strong focus on partner satisfaction and execution.
Serve as the primary point of contact for a portfolio of partners following implementation.
Deliver a white glove customer experience through proactive communication, responsiveness, and relationship management.
Build trusted relationships with operational, clinical, and executive stakeholders.
Participate in partner escalations from the beginning through resolution while maintaining clear communication and timely follow-up.
Develop a deep understanding of each partner's business objectives and recommend solutions to support those achievements.
Drive utilization, adoption, and long-term engagement across assigned partner accounts.
Conduct portal demonstrations, training, and onboarding sessions for new and existing partner teams.
Introduce new product features, and service capabilities that improve partner performance.
Identify opportunities for account expansion, cross-selling, and increased utilization.
Partner closely with Business Development to support renewal strategies and account growth opportunities.
Monitor customer health metrics and proactively mitigate retention risks.
Serve as the project manager for partner initiatives from planning through execution.
Coordinate implementation of new workflows, operational enhancements, and product launches.
Manage timelines, deliverables, follow-up items, and stakeholder communication.
Ensure partner requests and internal initiatives are completed accurately and on schedule.
Maintain detailed project documentation and action plans in Salesforce CRM.
Act as the liaison between Business Development and internal departments to ensure alignment throughout the sales process and post close.
Coordinate closely with Operations, Clinical, Engineering, Finance, and Patient Experience.
Gather partner feedback and collaborate with Product and Operations on continuous improvement initiatives.
Monitor partner performance against SLAs, KPIs, and operational metrics.
Analyze utilization, appointment volume, adoption trends, and service performance.
Identify operational gaps and develop solution oriented recommendations.
Maintain accurate account documentation, reporting, and activity within Salesforce CRM.