Product Success Specialist (New Verticals)

As a Product Success Specialist at Cedar, your key responsibilities include managing complex client requests, ensuring timely follow-ups on concerns, and collaborating cross-functionally with various teams like Product Management and Engineering. You'll also serve as a valuable advocate for our clients' needs during product development.

Cedar's ideal Product Success Specialist should have 2-4 years of experience in a client-facing role, ideally within the dental/orthodontic or small business care verticals. Strong communication skills, problem-solving abilities, and a passion for improving client satisfaction are essential.

At Cedar, we are committed to the development of our Product Success Specialists. You'll have access to hands-on mentorship, coaching resources, and a discretionary budget for learning and development, all aimed at helping you grow both professionally and personally.

While having knowledge of the healthcare industry can be beneficial, it is not a strict requirement for the Product Success Specialist role at Cedar. A willingness to learn and a customer-oriented approach to problem-solving are valued just as much.

Cedar offers a dynamic work environment that encourages flexibility. Depending on your preferences, you can choose to work from home or collaborate in our Manhattan office, allowing you to find the setup that works best for you and your productivity.

When answering this question, think of a specific instance where you turned a difficult situation into a positive outcome. Discuss the steps you took to understand the client's concerns and how you collaborated with your team to resolve the issue.

In your response, highlight your organizational skills and approach to time management. Mention how you assess urgency and importance before categorizing the requests to ensure that high-priority issues are addressed first.

Discuss your approach to active listening and adapting your communication style to match the client's preferences. Emphasize the importance of clarity, providing timely updates, and encouraging feedback from clients.

Here, outline key factors such as usability, accessibility, and how well the product addresses the specific needs of clients. Mention the importance of continually gathering client feedback to refine and improve the product.

Show that you are open to feedback by describing how you view constructive criticism as an opportunity for growth. Talk about a situation where you applied feedback to improve your performance.

Share any relevant experience you have in product development, focusing on your understanding of how client feedback can shape product features and improvements, as well as how you’ve contributed to that cycle.

Express your alignment with Cedar’s mission to improve healthcare accessibility and your enthusiasm for playing a role in making a difference in clients' experiences. Connect your skills and values with the company's goals.

Illustrate how you successfully collaborate with diverse team members, share responsibilities, and integrate various perspectives to achieve common goals. Provide a specific example to demonstrate your teamwork skills.

Discuss any experience with analytics tools or case management systems, and how they can enhance your ability to manage client relationships effectively. If applicable, mention your ability to write SQL queries as a bonus.

Explain the metrics or methods you use to gauge client satisfaction, such as surveys, feedback sessions, or Net Promoter Scores (NPS). Highlight how you utilize this information to improve the client experience continually.