Hybrid Digital Client Success Associate

at Maven Clinic

• Job title: Digital Client Success Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $72,000 - $90,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, New York City, United States

About the role

• Client Success Associate managing small and medium businesses' needs in healthcare at Maven Clinic. Coordinating client activities and improving processes for excellent service delivery.

Responsibilities

• Serve as a member of the account team managing our book of Small and Medium size Businesses (SMB) through a pooled support inbox, as well as developing 1:many content that can be leveraged by all customer segments
• Develop deep product and internal process knowledge to help identify common roadblocks and propose solutions for better team efficiency
• Standardize and maintain CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies
• Utilize Salesforce Cases system for triage, communication and resolution workflows; partner closely with peers other team triage colleagues to ensure high level of accountability and limit redundancy in addressing client questions and concerns
• Own day-to-day cross-functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
• Actively listens to clients' concerns and diagnoses clients’ service needs while facilitating timely client problem-resolution
• Follow escalation protocols correctly to ensure tickets are routed to the right teams for support and/or that you seek additional support to respond to clients appropriately; help to support and maintain these documented protocols and identify opportunities for process improvement where needed
• Partner with other CSMs, Operations, Client Deliver, Sales, and Product to iterate on existing processes and continue to deliver best-in class client service
• Support biannual client reporting meetings upon request; analyze data and outcomes to help inform engagement strategies and measure program effectiveness

Requirements

• 2-4 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
• Passion for healthcare, telehealth, and/or start ups
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Ability to craft thoughtful and persuasive client-facing content in multiple different formats
• Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
• Experience creating scalable and repeatable processes that are used by internal and external stakeholders
• Strong project management and organizational skills and the ability to influence without authority
• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
• Experience using any of these types of tools; Salesforce, Looker, (or other data visualization tools), Gainsight (or other CS platform), HubSpot (or other email marketing tool), Matik (or other content creation tools), and Optimizely (or other A/B testing tools)

Benefits

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting