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mPulse · 1 month ago

Client Success Analyst

United States

Full-time

Remote

Senior Level

5+ years exp

mPulse is a company focused on delivering exceptional client service through effective management of client relationships. The Client Success Analyst is responsible for overseeing client applications, managing priorities, and ensuring timely and professional deliverables while collaborating with internal teams.

AnalyticsHealth CaremHealthMobile

Responsibilities

Acts as a Subject Matter Expert (SME) for product, feature, and application standards

Serves as the primary client contact for complex and challenging production applications with a focus on account and relationship management

Leads and supports client-facing meetings and calls, including preparation, documentation, and follow-up action items

Defines and maintains process documentation under the guidance of management

Manages both short-term and long-term client priorities, inquiries, and requests

Handles small to moderate application inquiries and performs investigations related to business data issues; provides root-cause analysis feedback to clients

Triages client inquiries, requests, and issues to ensure timely resolution

Coordinates cross-functional teams to deliver client solutions and resolve application issues

Oversees the delivery of client communications, responses, and updates related to requests and concerns

Contributes to client-facing scorecards and other external reporting deliverables

Provides input to internal scorecards and other operational reporting requirements

Collaborates with internal teams across the organization in support of client deliverables

Performs other duties as assigned

Qualification

Client relationship managementTroubleshooting skillsData analysisMS Office proficiencySQL experienceLeadership experienceCommunicationProblem-solving mindsetTime managementOrganizational skills

Required

5+ years of experience in a client-facing or customer-facing role with demonstrated leadership capabilities

Proven record of delivering exemplary client service

Strong ability to troubleshoot issues, identify service delivery trends, and recommend system or process improvements

Ability to dynamically prioritize work in a fast-paced environment while maintaining a client-focused mindset

Experience leading or guiding teams, formally or informally

Proficiency with MS Office tools (Word, Excel, PowerPoint) and other productivity applications

Demonstrated ability to gather, analyze, and interpret customer experience data

Strong leadership presence with the ability to interpret and explain complex problems

Demonstrates high levels of personal and professional accountability

Collaborative mindset with the ability to build strong relationships across internal and external teams

Excellent interpersonal skills and the ability to communicate effectively across levels

Proactive problem-solving mindset with the ability to operate under pressure and meet deadlines

Thrives in a fast-paced, matrixed environment

Exceptional written and verbal communication skills

Highly organized with excellent time management and delegation skills when appropriate

Quick learner with the ability to manage multiple tasks simultaneously

Strong professionalism, including outstanding telephone and email etiquette

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

Preferred

Experience with SQL or querying tools

Prior experience working with or supporting healthcare payers

Company

mPulse

mPulse, a leading Health Experience and Insights company, is transforming consumer experiences to deliver better, more equitable health outcomes.By combining AI-powered analytics, omnichannel outreach, and digital health navigation technology, mPulse creates personalized health journeys and provides advanced insights to facilitate collaboration across the healthcare ecosystem.

Founded in 2014

Encino, California, USA

501-1000 employees