Novir
biotechnology
CustomerSuccessSpecialist
“Customer Success Specialist at Novir. Skills: client relations, client management, customer support. Serve as the primary point of contact for assigned OHS customers before, during, and after onsite vaccination clinics. Build strong, trusted relationships with community leadership and key stakeholders”
What You'll Achieve.
Number of clinics scheduled; Clinic participation; Account Retention Rate; Customer Feedback
Industry & Context.
excellent problem-solving skills; You’re Analytical: You understand systems and reporting, and are able to critically analyze data; maintaining a solution-focused approach
What They're Looking For.
Must Have
3+ years' experience in client relations or management, preferably in a B2B environment, Experience effectively managing multiple clients, and prioritizing tasks in a fast-paced environment, understanding of proactive customer support strategies and best practices, Experience working with CRM software and other relevant tools to manage and track client interactions
Nice to Have
Previous experience within senior living, elder care, long-term care, skilled nursing, and gerontology is highly desirable
What You'll Do.
Serve as the primary point of contact for assigned OHS customers before
and after onsite vaccination clinics
trusted relationships with community leadership and key stakeholders
Proactively communicate timelines
and next steps to ensure a smooth customer experience
Act as an advocate for customers internally
ensuring their needs and concerns are addressed promptly
Manage all clients at various stages of onboarding and service cycles
ensuring clear communication to all internal and external partners
Develop and nurture relationship with assigned clients
acting as their main point of contact from onboarding through service completion
Educate customers on Novir’s OHS process
and best practices for driving successful clinics
Actively work to understand client needs
and objectives to provide tailored solutions and ensure client satisfaction
Collaborate with internal teams
and product development
to deliver exceptional service and support to clients
Monitor account performance metrics
proactively addressing any issues or concerns
Conduct regular check-ins virtually and in-person with clients to provide updates
and maintain a deep understanding of their evolving needs
Advocate for and represent the voice of the customer internally
Proactively listens to customer needs
provides accurate information
and manages expectations while maintaining a solution-focused approach
Ensure accurate and timely record-keeping of all client interactions in our CRM
How You'll Work.
Team & Collaboration
Collaborate with internal teams, such as sales, marketing, and product development, to deliver exceptional service and support to clients; Build strong, trusted relationships with community leadership and key stakeholders; Be a great partner both internally and externally
Communication Scope
excellent communication; Proactively communicate timelines, expectations, and next steps; Communicate with confidence
Applying for this Customer Success Specialist role?
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