Client Management Associate

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver frontline client support through Zendesk: address client inquiries and requests, prioritize and escalate when necessary, utilize and enhance macros/knowledge base content, and identify patterns and insights to facilitate prompt and accurate resolutions.

• Collaborate closely with the Rev Ops Associate to sustain, oversee, and improve automated client journey programs that empower clients to self-serve.

• Assess customer health using data-driven metrics to pinpoint and escalate risks, as well as uncover opportunities within accounts.

• Work cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and promote the successful adoption of Modern Health.

• Handle escalations and complex client requirements with patience, professionalism, and effective communication.

• Organize and conduct client product demonstrations for members to enhance understanding and engagement.

• Assist the SMB Client Manager by compiling data, insights, and materials for client discussions and strategic reviews.

⛳️ Requirements

• Minimum of 2 years in a support agent or comparable client support position at a technology or healthcare company.

• Must be based on the East Coast (Eastern Time).

• Experience collaborating with cross-functional teams and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc.

• Passion for developing processes for new challenges: you enjoy problem-solving, possess strong attention to detail, and are driven to foster continual team improvement.

• Proven ability to work independently in a fast-paced environment, demonstrating initiative with a strong sense of urgency.

• Excellent interpersonal, relationship-building, and listening skills.

• Immigration sponsorship is not available for this role. Candidates must be able to maintain work authorization throughout their employment without employer sponsorship or employer-provided training plans or attestations (including, for instance, the Form I-983 required for STEM OPT).

🏝️ Benefits

• Medical / Dental / Vision / Disability / Life Insurance.

• High Deductible Health Plan with Health Savings Account (HSA) option.

• Flexible Spending Account (FSA).

• Access to coaches and therapists through Modern Health's platform.

• Generous Time Off.

• Company-wide Collective Pause Days.

• Parental Leave Policy.

• Family Forming Benefit through Carrot.

• Family Assistance Benefit through UrbanSitter.

• Professional Development Stipend.

• 401k.

• Financial Planning Benefit through Origin.

• Annual Wellness Stipend for items that support your overall well-being.

• New Hire Stipend to assist with work-from-home setup expenses.

• ModSquad Community: Virtual events including active ERGs, holiday-themed activities, team-building events, and more.

• Monthly Cell Phone Reimbursement.