Job Title: Client Success Specialist
Reports to: Director of Client Success
Job Type: Full-time, Exempt
Location: Lawrenceville, GA or Virtual
Founded in 1995, Vastian is the leading provider of healthcare and laboratory quality, compliance and accreditation solutions, powering laboratories and hospitals to achieve better clarity and show their higher standards. Its single, configurable integrated platform delivers a standardized, centralized solution that automates quality and compliance tasks and is fully customizable. With Vastian, health systems and labs can get ahead of compliance and quality processes, saving time that can be spent on delivering better care. Vastian is a private equity backed, fast-growing SaaS business based in Lawrenceville, GA, outside Atlanta.
Click here to learn more about Vastian and our suite of solutions.
In addition to a competitive base salary and performance bonus program, Vastian offers a comprehensive and very pro-employee benefits package which includes the following:
- Medical, dental and vision insurance
- Short- and long-term disability coverage
- Life insurance and AD&D
- Supplemental life insurance
- 401(k) savings plan
- Paid time off
#LI-Remote
About the role:
As a Client Success Support Specialist, you will serve as the first point of contact for client inquiries, providing initial assistance and efficiently triaging support requests. Your primary responsibility will be to handle incoming phone calls and emails, resolve straightforward technical and product-related issues, and escalate more complex cases to senior support staff. You will play a critical role in delivering exceptional client experiences and maintaining our high standards of client satisfaction.
Responsibilities:
- Serve as the first response contact for incoming client calls and emails.
- Triage, categorize, and document client cases accurately in Salesforce Service Cloud.
- Resolve basic technical support cases and provide clear guidance and product information.
- Escalate complex or high-priority issues to senior support specialists, ensuring seamless handovers and clear documentation.
- Maintain detailed and accurate records of client interactions, troubleshooting steps, and resolutions.
- Communicate proactively with internal teams, including Implementation and Development, to support rapid issue resolution and client satisfaction.
- Participate in regular team meetings, training sessions, and ongoing professional development activities.
- Identify trends in client inquiries and collaborate with senior team members to recommend process or documentation improvements.
Qualifications:
- Previous customer service experience (software or SaaS environment preferred)
- Strong organizational skills and ability to multitask effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Familiarity with Salesforce or similar CRM systems is a plus.
- Excellent verbal and written communication skills.
- Self-motivated, proactive, and able to work both independently and collaboratively.
- Strong problem-solving skills and attention to detail.
