Company Description

IGT 1 Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT 1 Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

About Rhapsody:

Rhapsody Health is at the forefront of revolutionizing healthcare with cutting-edge technology that drives meaningful change. Our platform empowers healthcare providers and patients to enhance care delivery and streamline processes, making a tangible impact on the healthcare landscape. As a B Corporation, we are deeply committed to balancing purpose with profitability, and our global team spans countries including Canada, Spain, Switzerland, the United Kingdom, the United States, New Zealand and Sri Lanka.

We are seeking a Customer Success Analyst to join our mission of transforming healthcare through innovation and excellence. In this role, you'll be instrumental in advancing our world-class healthcare solutions, collaborating closely with product, design, and engineering teams in a dynamic, outcome-focused environment. If you’re passionate about making a difference and thrive in a collaborative setting, we invite you to be part of our journey to redefine healthcare for the better.

Job Description

What we have to offer you:

• Meaningful work that positively impacts the lives of millions of people worldwide
• Continuous learning and development opportunities
• An innovative, inclusive, and fun work environment

Position Summary

The Customer Success Analyst will be tasked providing administrative support to the Account Management and Customer Success Teams. This role is key in providing timely and accurate processing of all sales related activities. This is a pivotal role in ensuring customer satisfaction and support the Account Management Team in achieving revenue objectives.

Job Responsibilities

• Work closely with the sales team to align daily activities and practices to effectively meet assigned business objectives.
• Collaborate with the Accounts Receivable team to support our customers and ensure a positive customer experience
• Partner with Customer Success Managers on processing renewals, opportunities and terminations where necessary.
• Work with Professional Services on the processing of Statements of Work.
• Specific activities will be as follows:
  • Process requests for quotes of Web Services, Batch Processing and Disaster Recovery
  • Creation of SalesForce (SF) Opportunities and Amendments in SpringCM
  • Process requests for name changes in SalesForce
  • Process SOWs with Pro Services by creating the amendment and processing all the way through signature by the customer
  • Process Corepoint connection requests
  • Process contract changes as requested by the customer via the creation of SF opportunities
  • Add users for SF and OneLogin
  • Process requests for the Licensing Team
  • Processing vendor packets through SpringCM
  • Process leads that come from Pardot or Thomas
  • Pull contracts and review where required

Candidates are required to work the NA shift (6.30 p.m. - 3.30 a.m.) from Monday - Friday

Qualifications

Job Requirements

Education:

• Bachelor’s Degree or equivalent preferred

Experience:

• 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology.
• Knowledge of the healthcare IT market in the U.S. is preferred.
• Salesforce experience is preferred.

Skills:

• Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
• Highly motivated with a winning attitude, thrives in a team environment.
• Proven problem solving and analytical skills to interpret performance and customer feedback.
• Ability to effectively manage time and prioritize responsibilities according to business requirements.
• Experience in developing relationships both with customer and internal teams.
• Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
• Superior communication skills with the ability to speak, write, and present clearly and effectively.
• Open to flexible work hours. You may need to manage customers outside of your time zone.

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid