Payer Customer Success Associate

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

📋 Description

• Serve as a support resource and a secondary point of contact for assigned customers, collaborating closely with designated Payer and Partner Customer Success Managers to ensure effective service delivery.

• Work together with cross-functional teams to address customer issues and guarantee a smooth experience for both customers and members.

• Actively engage in customer meetings under the guidance of the Payer Customer Success Managers, coordinating, supporting, and responding to customer needs and concerns.

• Aid in the development and upkeep of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring compliance with client deadlines, internal team SLAs, and providing regular updates to CSMs and customers.

• Keep precise customer information in Spring Health Admin, including thorough notes and audits to ensure accurate setup.

• Investigate and resolve member issues by working together with respective Payer CSMs on resolution steps and offering comprehensive, detailed follow-up.

• Diligently track and maintain all cross-functional requests, including reporting, marketing, invoicing, product/engineering, and clinical support requirements, ensuring timely delivery to the assigned CSM for action.

• Assemble Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance, and contributing to the CSM’s report narrative.

• Oversee the preparation and distribution of member marketing materials, organizing customer events and attending Spring Virtual Events, when applicable.

• Foster relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a comprehensive approach to customer success.

• Act as a key supporter of customer relationship continuity by managing incoming client requests, escalations, and updates in the absence of the account owner.

• Assist in coordinating transition planning, documentation, and communication to minimize disruptions to the customer support or member experience during account transitions.

• Efficiently manage open tickets, ensuring deadlines are met and contributing to reporting updates and enhancements that drive overall team success.

• Up to 15% travel time may be required.

⛳️ Requirements

• A minimum of 2 years of experience in customer-facing roles, preferably within the healthcare sector.

• Prior experience with health plans is highly preferred.

• Demonstrated ability to present information to customers and effectively receive and implement feedback.

• A Bachelor's degree or equivalent work experience.

• Outstanding organizational, presentation, and communication skills, both verbal and written.

• Capacity to quickly adapt to change, respond promptly to issues, and develop creative solutions.

• A self-motivated, team-oriented individual with a strong desire to thrive in a dynamic startup environment.

• A commitment to ongoing personal and professional development.

• Technical proficiency with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry.

• Proficient in using Google Suite with a keen interest in adopting and utilizing other software platforms to enhance customer success initiatives.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day at Spring. You and your dependents will also have access to One Medical accounts, and HSA and FSA plans are available, with Spring contributing up to $1K for HSAs, depending on your plan type.

• Employer-sponsored 401(k) match of up to 2% to assist with retirement planning.

• A yearly allotment of complimentary visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• Competitive paid time off policies, including vacation, sick leave, and company holidays.

• After 6 months of tenure with Spring, we provide parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.

• Access to Noom, a psychology-based weight management program tailored to your unique needs and goals.

• Access to fertility care support through Carrot, along with a $4,000 reimbursement for related fertility expenses.

• Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep through one subscription.

• Access to BrightHorizons, which offers sponsored child care, back-up care, and elder care options.

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year in donation matching to support your favorite causes.