Job Specifications
Job Title: Customer Success Specialist (eCommerce Platform Adoption)
Pay Rate: $30/HR
Duration: 6–12 months (with potential to extend or convert based on business need)
Location: Cary, NC (Hybrid – 3 days onsite, 2 remote)
Work Hours: 8 AM – 5 PM, Monday–Friday
This position is for the Healthcare Diagnostics division.
We are looking for a Customer Success Specialist (eCommerce Platform Adoption) to join our team to drive the successful adoption of our customer-facing digital platforms - primarily our next-generation customer portal and our existing e-commerce parts-ordering platform. This role will act as the frontline “digital concierge” for new and existing customers, removing registration and access friction, delivering live demos, and representing all online services with professionalism and enthusiasm.
Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform.
Troubleshoot and resolve registration, login, and browser-related issues in real time.
Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams or similar).
Guide customers through initial setup, account configuration, and first-time part ordering or service requests.
Back-end support for online tools and customer-facing activities.
Assist with portal registration, SAP connectivity/data issues, and customer onboarding.
Respond to customer surveys, help navigate websites, and possibly conduct product demos.
Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
Serve as the “voice of the customer” for our customer portal during syncing with the team.
Track and report key onboarding metrics (registration completion rate, time-to-first-order, demo-to-activation rate, OSAT from supported customers).
Requirements:
2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
API (Application Programming Interface) experience
Software / technical project management
Digital customer journey
Stakeholder management
Familiarity with identity and access management concepts, including roles, permissions, and approval workflows
Ability to review logs, reproduce issues, and clearly document findings for both technical and non-technical audiences
Strong problem-solving mindset, focused on understanding why an issue is occurring—not just identifying what is broken
Experience acting as a liaison between customers, support teams, and development teams to drive effective issue resolution
Digital skill set (comfortable with technology, online services).
Customer-facing communication (written and verbal).
Ability to lead small product demos.
Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
Comfortable delivering live product demos and training sessions over video conferencing tools.
Excellent written and verbal communication skills — you will write customer emails and lightweight documentation daily.
Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality.
Nice-to-Have:
SAP experience, e-commerce/marketing background, interest in healthcare.