Client Success Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Serves as a Subject Matter Expert (SME) for product, feature, and application standards.

• Functions as the main client liaison for intricate and demanding production applications, emphasizing account and relationship management.

• Leads and facilitates client-facing calls and meetings, including preparation and follow-up on action items.

• Establishes and maintains process documentation under the supervision of management.

• Responsible for comprehending and managing both short-term and long-term client priorities, inquiries, and requests.

• Addresses small to moderate application inquiries and investigations related to business data issues and provides clients with feedback on root cause analysis.

• Manages client inquiries, requests, and issues through triage.

• Guides a strategic team towards achieving client solutions and resolving client application issues.

• Accountable for coordinating and delivering responses and communications to clients regarding their requests and/or concerns.

• Provides input for client-facing scorecards and other external reporting deliverables.

• Contributes to internal-facing scorecards and other internal reporting deliverables.

• Collaborates with other internal functional areas to support client deliverables.

• Performs additional duties as assigned.

⛳️ Requirements

• BA/BS degree in Communications, Business Management, Technology, or a related field, or equivalent experience.

• Over 5 years of experience in a client/customer-facing and leadership role.

• Excellent client service delivery approach.

• Ability to troubleshoot problems, identify service delivery trends, and suggest potential system improvements.

• Skilled in dynamically prioritizing and adapting to changes and/or business growth with a client-centered focus.

• Strong experience in a leadership role.

• Proficient in MS Office applications such as Word, Excel, PowerPoint, and similar tools.

• Exceptional experience in collecting and analyzing customer experience data.

• Preferred experience with industry-standard querying tools (SQL).

• Previous experience working for or with healthcare payers is preferred.

🏝️ Benefits

• Remote-First & Flexible PTO — work from wherever you're most productive.

• 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.

• 401(k) + 4% Match — with financial advisors to assist you in planning.

• 6 Weeks Parental Leave.

• Invest in You — 30-60-90 day plans and ongoing training.

• Culture of Recognition — peer-to-peer bonuses and team celebrations.