Systems Analyst, Customer Operations

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging. About the Role As a Customer Operations Systems Analyst, you'll step into a pivotal, new role, partnering across the entire customer organization. You'll be instrumental in bridging the gap between business needs and technical solutions to supercharge the usage and adoption of our technology stack. A core focus will be optimizing AI applications to significantly boost our operational efficiency and elevate the customer experience. Your mission is to deeply understand the challenges faced by our Customer Success and Support teams, and then design the logical workflows to resolve them, providing clear, comprehensive solution blueprints for our Systems Administrators to implement. Your Area of Focus • AI & Automation Optimization • Configure, train, and optimize Forethought AI workflows to improve customer self-service and case deflection. • Design conversational support flows that guide customers toward resolution while maintaining a seamless escalation path to agents. • Analyze deflection performance, containment rates, and automation outcomes to continuously improve AI effectiveness. • Identify knowledge gaps and partner with Knowledge Management teams to improve AI answer accuracy. • Monitor AI responses to ensure quality, accuracy, and alignment with customer experience standards. • Develop and maintain reporting on automation impact including deflection rates, containment success, and agent time saved. • Identify opportunities to simplify processes and reduce friction within the systems used by the Customer Success organization. • Collaborate with cross-functional teams to collect business requirements, transforming them into detailed technical solution designs. These workflow designs will then be provided to our system administrators for configuration within the Customer Success organization's core systems, which include, but are not limited to, Salesforce, Gainsight, CXone, and Forethought. • Provide clear, best-practice recommendations for process solutions to business owners, demonstrating how these solutions enable our Customer Success teams to deliver an excellent customer experience. • Participate in design reviews and technical discussions with our technology partners and internal stakeholders. • Isolate, triage, and resolve bugs/issues. • Execute, manage, and assist in the development of technology roadmaps. • Identify opportunities to improve existing solutions, features, and functionality. • Play a key role in identifying emerging technology solutions that could align with Customer Success business needs or operational efficacies. • Contribute! Bring creative and innovative solutions to the team. Your Professional Qualifications • Required: 2-4 years of experience in Customer Success and Support operations. • Required: Experience in optimizing customer impacting workflows leveraging Artificial Intelligence (AI). • Required: Proven ability to automate workflows and processes within Salesforce and its integrated tools. • Nice-to-have: Familiarity with Gainsight, Forethought, and CXone solutions. • Nice-to-have: Some Salesforce administration experience or certification. • Strong ability to take a complex, messy problem and break it down into logical, manageable steps. • Experience in a fast-paced production environment on a CRM platform. • Demonstrated capability in designing workflow solutions. • Comfortable with concepts and methodologies for effective technology adoption and scaling across various operations. • Troubleshooting and problem-solving skills. • Strong skills with attention to details. • Ability to work with ample autonomy. • Proven ability to collaborate effectively across functions using programmatic best practices. • Ability to identify systemic issues and make recommendations and implement for future improvements. • Additional duties as assigned by the management team. #LI-SS1 #LI-Hybrid About Tebra Tebra is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, Tebra connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust Tebra to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.tebra.com. Our Values Start with the Customer We get to know our customers - and their patients - and look at the world through their lens. Keep It Simple Healthcare is too complex. We aim to simplify it for everyone. Stay Entrepreneurial We reject the status quo and solve problems with creativity, perseverance, and a bias to action. Better Together We are diverse, humble, and collaborative. We put the team first and win together. Celebrate Success Life is short and joy is underrated. We take time to have fun and celebrate success. Perks & Benefits United States: In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences. Costa Rica: To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for access to health and fitness apps, or Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences. Compliance & Privacy Disclosures NOTE: Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/ If you would like to report a fraudulent Tebra job posting, please contact us at talentacquisition@tebra.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too. As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.