Customer Success Associate - (Contractor)
Customer Service, Sales & Business Development
Posted on Friday, November 17, 2023
Ezra's mission is to detect cancer early for everyone.
We’ve created a comprehensive way to screen your body for potential cancer that’s fast, accurate, and affordable by leveraging MRI. We’ve detected possible cancer for 13% of our members to date. We’re working towards new AI-based medical technology clearances that will improve the Ezra experience for our members.
Ezra’s mission is to detect cancer early for everyone. We are doing this by providing a look inside your body utilizing state-of-the-art imaging technology such as full-body MRI scans, low-dose CT scans, and advanced machine learning techniques.
Our scanning service currently operates in New York, Miami, Las Vegas, San Francisco, and Los Angeles, and we have ambitions to scale Ezra’s scanning service & AIs. To date, we have provided 5000+ members with cancer screening services and detected early cancer warning signs in 13% of our members. We’re currently working towards new AI-based medical technology clearances that will help Ezra support our members in improving their health.
As Ezra’s Customer Success Associate (Contractor), your mission is to drive member conversion and retention across our direct-to-consumer business. You will provide consultations to inbound leads and convert them into Ezra members. You will also outreach to current members to encourage them to renew with Ezra. You will report to our Customer Success Lead (on our Growth Team) and work closely with our Care Team to make sure we are aligned with our members, our members are satisfied with the Ezra experience and improve on areas that need attention.
You are at the forefront of helping people detect cancer early. You'll be joining a team that is growth-oriented & excited to evolve the healthcare experience as we know it. For this reason, you're also highly empathic and capable of fostering trust, since you are often the first point of contact for prospective Ezra members.
Duration: 6 months with the possibility of extension
As Ezra’s Customer Success Associate (Contractor), your responsibilities will include:
New Member Conversions - 80%
Own outgoing calls, emails and follow ups to new interested members (inbound leads from drop offs, advertisements and website sign ups) to grow our direct-to-consumer business.
Manage and maintain a pipeline of prospective members (in Salesforce and our custom-built EHR system).
Find innovative ways to convert our members, and work collaboratively with our operations team to share these practices across regions as we expand in the US.
Promote discounts, referrals and special offerings to current and new members.
Member Renewals - 20%
Contact Ezra members to renew (book their annual Ezra Scan), and execute on innovative methods to increase renewal rates (calls, emails, letters, gifts, etc.).
Develop trusted relationships with key members & nurture strong member advocates.
Be the “voice of the Ezra member”, and ask for advocacy support in terms of case studies, testimonials, referrals etc.
Obtain survey results & take action on the feedback from members to derive maximum renewal rates of Ezra members in collaboration with our Operations Team.
Influence future lifetime value of Ezra members through product adoption.
Bachelor’s degree or equivalent
2-4 years in a customer success or inside sales role
Very strong phone presence and ability to manage high call volumes
Salesforce experience a plus
Entrepreneurial, growth-driven, people-oriented and take initiative
Have past experience delighting members and increasing member retention
Empathetic, detail oriented, and resourceful
Excellent member service and communication skills
Familiarity with a medical environment is a plus
Proven track record of grit (resilience, passion and tenacity with a desire to succeed on your own terms)
What’s in it for you?
At Ezra, you have the opportunity to be an early member of our all-star team focused on detecting cancer early for everyone in the world. You will receive contractor compensation that includes compensation based on conversion and renewal metrics.
Our commitment to diversity and inclusion
We’re aiming to build a diverse team and inclusive company culture. We are an equal opportunity employer (EOE) and do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.