Customer Success Support Coordinator 1

Job Description

Job DescriptionSalary:

Job Description: Customer Success Support Coordinator I Trauma

Company: NQS
Website: mynqs.com
Position: Customer Success Support Coordinator
Location: Remote (possible travel for live training/conferences): Must be available to work weekend hours (Saturday and Sunday)

Position Summary

NQS is seeking an experienced and dedicated Trauma Registry Professional with exceptional customer/client collaborative skills to join our team. This individual will provide real-time, ongoing support to customers utilizing the NQS trauma registry platform. As the primary liaison between NQS and its customers, you will play a pivotal role in ensuring customer satisfaction, resolving issues, and fostering the seamless use of our platform to meet trauma care standards. The position will entail supervising customer success/customer support staff.

Key Responsibilities

• Customer Support:
  • Provide real-time support to NQS customers using the trauma registry platform, addressing questions, troubleshooting issues, and ensuring optimal user experience.
  • Act as the first point of contact for customer inquiries, particularly on weekends, ensuring timely and accurate resolution of issues.
  • Work together with teams from different departments to identify, escalate, and solve complex technical or operational issues.
  • Collaborate with new clients during onboarding to guide them through system configuration, registry setup, and initial data mapping.

• • Assist customers in validating workflows, ensuring required elements are properly aligned for trauma registry data collection and reporting.

• Trauma Registry Expertise:
  • Minimum requirement: 5+ years of experience at an ACS verified Level 1 Trauma Center with strong interpersonal skills, presentation experience, data submission, validation, monthly/quarterly reports, and report writing.
• Training and Education:
  • Deliver training sessions (virtually or in person) to ensure customers understand the NQS platforms functionality and capabilities.
  • Share trauma registry knowledge and promote data accuracy, completeness, and consistency in customer workflows.
  • Support clients during early adoption phases by monitoring progress, addressing setup questions, and confirming readiness for live trauma record entry.
• Documentation and Reporting:
  • Maintain detailed records of customer interactions, documenting issues, solutions, and follow-up actions.
  • Provide feedback to the NQS product and development teams to inform platform improvements based on user experiences.
  • Provide structured feedback to the onboarding team to improve standard configuration processes and onboarding documentation.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The employee may be required to perform other duties as assigned to meet the ongoing needs of National Quality Systems.

Experience:

• • At least 5 years of trauma registry experience at an ACS verified Level 1 Trauma Center is required.
  • Demonstrated expertise in trauma registry data collection, reporting, and compliance with national and state trauma standards.
• Skills:
  • Exceptional problem-solving and critical-thinking skills to troubleshoot customer issues effectively.
  • Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
  • Excellent organizational skills, with attention to detail and the ability to manage multiple priorities.
  • Supervising team members to ensure accurate training and educational requirements.
• Availability:
  • Must be willing to work weekend hours to meet customer needs.

Preferred Qualifications

• Preferred Certified Specialist in Trauma Registry (CSTR) certification and/or Certified Abbreviated Injury Scoring Specialist (CAISS).

• Experience in customer support or technical assistance roles.
• Advanced knowledge of trauma registry compliance, such as NTDB, ACS, or state trauma systems.

Qualifications

• Obtaining a CSTR or a CAISS certification is required within 1 year of hire.

Why Join NQS?

At NQS, we are committed to transforming trauma registry management and empowering healthcare professionals with innovative solutions. As a Customer Support Success Coordinator, you will be at the forefront of delivering exceptional service while contributing to improved trauma care nationwide. We offer competitive compensation, ongoing professional development, and the opportunity to work with a passionate, mission-driven team.