Customer Success Specialist

Full Time

Candidates with the flexibility to work.

Work Schedule:

Tuesday through Saturday, 8:00 AM – 4:00 PM or 10:00 AM – 6:00 PM shifts may be prioritized.

Location:

If you are based in the Chicagoland area, you’ll be required to work onsite for your first 90 days. After that, your schedule (in‑office, hybrid, or remote) will be determined in alignment with performance and team needs.

Customer Success Specialist

$50,000 – 65,000

We are not able to provide employment sponsorship, including OPT or STEM OPT.

To be considered for this role, please include a response to "Why ALIS" in your application.

• Phone screen with a recruiter
• Video interview with Hiring Manager
• In‑person interview in our Chicago office

As a success specialist, you will be responsible for directly helping clients, internal teams, and third‑party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance. If you dislike taking phone calls or connecting with people voice to voice, this position is not for you.

ALIS clients appreciate the help the success team gives; this is not a call center or consumer complaint type job – it is a position in which you truly get to know front‑line workers and assist them in navigating ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real‑world problems, and love finding a way to “say yes.”

Members of the success team also work to develop technical "specialties" related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.).

• Monitoring and responding to phone calls and emails
• Reporting on, investigating, and responding to all tickets and escalations
• Timely maintenance of information in the ticket tracking system
• Specialization in one or multiple ALIS modules
• Participation in on‑call rotation
• Special projects and form markup
• Answering phone calls & emails
• Participate in on‑call (off hours) success responsibilities
• Document outcomes of customer interactions
• Attend scrum meetings
• Track progress toward ticket goals
• Attend PM / specialization meetings
• Write escalation tickets
• Attend L10s & fill out score cards
• Sync with Team Lead on status toward goals
• Review customer specific SOPs
• Execute on long‑term projects
• Focused goals toward specialization
• Learn new success tools & practices
• Reach specialization milestones

• Reliable:
  You show up for work, the team, and the clients.
• Positive with an optimistic attitude:
  You look at the bright side of life.
• Calm and collected:
  You remain clear under pressure.
• Good communicator:
  You are transparent and detail‑oriented.
• Patient and kind:
  You handle less tech‑savvy people with empathy.
• Display good judgment:
  You prioritize needs appropriately.
• Detail oriented:
  You care about getting small details right.
• Committed to ongoing personal and professional growth.
• High integrity:
  You tell the truth even when it is hard.
• Adaptable and flexible:
  You handle plan changes calmly.
• Solution oriented:
  You solve problems instead of just reporting them.
• Strive for excellence:
  You over‑deliver and delight clients.
• Technologically savvy:
  You enjoy troubleshooting tech issues and are comfortable with G‑Suite, Gmail, Word, and Excel.

• 10 days of PTO (year 1)
• 8 company holidays (office closed)
• 2 floating holidays
• Subsidized medical, dental, and vision insurance
• 401(k) plan + up to 4% matching
• Pre‑tax commuter benefits
• Flexible work arrangements available
• Casual dress code
• Referral bonuses
• Employee assistance program
• Paid parental leave
• Paid jury duty & bereavement leave
• Length‑of‑stay rewards
• Company bonus pool
• HSA and FSA options
• Life insurance policy subsidized by the company

ALIS values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. All candidates are subject to a background check.