CRM Analyst driving customer satisfaction and strategic engagement at Pmweb. Requires marketing degree and experience in customer management and digital marketing.
About the role
- Senior Client Success Manager managing large employer accounts for Maven Clinic. Leading client engagements and collaboration with internal teams to enhance customer success.
Responsibilities
- Lead a portfolio of large employer clients and be the face of Maven for all client-related needs
- Maintain high level of client engagement, satisfaction and loyalty
- Collaborate with client leadership, broker and consultant partners, and other internal and external stakeholders
- Serve as the primary point of contact collaborating with cross-functional teams
- Consult clients on ways to better support their working parents
- Convert clients into Maven advocates
- Manage client issues and escalations
- Provide strategic analysis of member engagement performance and program metrics
- Own communications to meet mutually agreed upon goals
- Serve as the voice of the client internally
- Identify and address root causes of challenges
Requirements
- 6+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies
- Experience working with large employer clients (10,000+ employees) is required
- Proven track record of positioning and executing marketing strategies that drive enrollment
- Passion for healthcare and influencing organizational change
- Track record of high client satisfaction ratings and proven renewal success
- Strong interpersonal and verbal, written, and presentation skills
- Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
- Possess analytical skills and strategic thinking
- Experience in working with the full lifecycle of customer success post sales
Benefits
- Health insurance
- 401K matching for US-based employees, with immediate vesting
- 16 weeks 100% paid parental leave and new parent stipend
- Annual professional development stipend and access to a personal career coach
- Hybrid work, in office meals, and work together days
- Access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Whole-self care through wellness partnerships
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