Customer Success Specialist-CO

About the role

You will act as the primary liaison between Novir and our assigned OHS customers, owning the entire relationship lifecycle from initial contact through long-term community engagement. You will build authentic, trusted partnerships with community leadership and key stakeholders, ensuring their strategic objectives align with Novir's mission. You will serve as the internal advocate for customer needs, translating their feedback into actionable insights for cross-functional teams. You will proactively manage timelines and expectations, guiding customers through every phase of the onsite vaccination clinic journey. You will bring a consultative mindset to every interaction, helping clients visualize success and navigate complex operational requirements. You will leverage your problem-solving abilities to resolve issues swiftly, maintaining the highest levels of satisfaction and confidence. You will represent Novir's values of care and bold communication in every professional engagement you foster. You will contribute to a culture of relentless innovation by sharing customer-driven ideas that enhance our solutions and service delivery.

Key facts

What you'll do

Establish deep, trust-based relationships with community leaders and key stakeholders to ensure alignment with Novir's service objectives.

Translate complex operational timelines into clear, accessible communication for non-specialist audiences across diverse communities.

Proactively monitor project milestones and clinic readiness indicators, flagging potential risks before they impact the customer experience.

Champion customer feedback within internal meetings, ensuring that insights drive improvements in products, processes, and support structures.

Coordinate cross-functional collaboration between technical, clinical, and operational teams to resolve customer issues efficiently.

Develop and maintain detailed documentation of customer interactions, requirements, and commitments to ensure continuity and clarity.

Lead pre-clinic briefing sessions that prepare community teams for successful implementation and high-quality execution.

Anticipate customer needs by analyzing historical patterns and emerging trends in public health service delivery.

Guide customers through post-clinic debriefs, capturing lessons learned and opportunities for future optimization.

Serve as a reliable point of contact for escalations, maintaining composure and professionalism during high-pressure situations.

Promote Novir's values of care and bold communication in every interaction, reinforcing our brand as a trusted public health partner.

Identify opportunities to streamline workflows and enhance the customer journey without compromising clinical rigor or compliance standards.

Represent Novir at community meetings and stakeholder touchpoints, reinforcing our commitment to transparency and collaboration.

Support the collection of qualitative and quantitative feedback to inform long-term service strategy and product development initiatives.

Requirements

Must reside in or be willing to relocate to Centennial, Colorado, as this role requires consistent presence in our onsite office environment.

Must be legally authorized to work in the United States without sponsorship, ensuring immediate readiness to contribute to customer operations.

Must possess strong written and verbal communication skills, enabling clear and confident interactions with diverse stakeholders at all organizational levels.

Must demonstrate a proven track record of success in customer-facing or community engagement roles, highlighting reliability and professionalism.

Must exhibit exceptional problem-solving abilities, navigating complex situations with calmness and resourcefulness to reach effective solutions.

Must show adaptability in managing shifting priorities, balancing multiple customer needs while maintaining attention to detail and accuracy.

Must commit to upholding Novir's core values of care, boldness, authenticity, innovation, and delight in every customer interaction.

Must be comfortable working both independently and collaboratively within a small, high-performing team dedicated to mission-driven outcomes.

Nice to have

Experience supporting public health initiatives or vaccination programs in a community or clinical setting.

Background working with diverse populations, including multilingual or multicultural environments.

Knowledge of healthcare operations, quality improvement processes, or data-driven decision-making in service contexts.

Practical notes

This is an onsite position located in Novir's Centennial, CO office.

Salary range is $50,000 to $75,000, varying by experience.