Senior Client Services Associate

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

📋 Description

• Take ownership of the comprehensive onboarding process for newly contracted clients, overseeing project timelines, communication with stakeholders, and milestones for go-live.

• Act as the main point of contact for implementation, assisting clients with product configuration, workflow establishment, and initial training for staff.

• Collaborate closely with Client Success Managers to ensure a smooth transition from implementation to ongoing client engagement, while developing the skills to independently manage that engagement over time.

• Actively engage clients to promote the adoption and utilization of Phreesia products and features, ensuring they derive maximum business value.

• Work in conjunction with Support, Product Management, Sales, and Business Development teams to address issues and proactively escalate potential risks.

• Analyze product usage trends and key performance indicators to identify client risks early, addressing them before they impact satisfaction or retention.

• Monitor and report on key onboarding KPIs, including time-to-live, product activation rates, and early satisfaction scores.

• Record client configurations, feedback, and outcomes of implementations to enhance process improvement and institutional knowledge.

• Highlight recurring client feedback and product deficiencies to the Product Management team to guide roadmap priorities.

⛳️ Requirements

• A bachelor's degree is required.

• Exceptional organizational skills, with the ability to manage multiple client engagements simultaneously.

• Strong communicator, both in writing and verbally, capable of presenting to both technical and non-technical audiences with ease.

• A customer-centric approach with experience in managing relationships with both internal and external stakeholders.

• A problem-solver who can adapt and thrive in a fast-paced, dynamic environment.

• Comfortable navigating software platforms; familiarity with CRM or project management tools is an advantage.

• Confident, energetic, and a true team player who positively influences those around them.

• Willingness to travel up to 50% as per current health and safety guidelines.

🏝️ Benefits

• 100% remote work plus reimbursement for home office expenses.

• Competitive salary.

• Flexible PTO along with 8 company holidays.

• Monthly reimbursements for cell phone, internet, and wellness expenses.

• Complete 12-week paid parental leave for our U.S. employees, along with a generous parental benefit for our employees in Canada.

• A wide range of insurance options for individuals and their pets.

• Continuing education and professional certification reimbursement.

• An opportunity to participate in an Employee Resource Group.