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Maven Clinic · 1 hour ago

Digital Client Success Associate

United States

Contract

Remote

Entry, Mid Level

$72K/yr - $90K/yr

2+ years exp

Maven Clinic is the world's largest virtual clinic for women and families, dedicated to making healthcare accessible and efficient. The Digital Client Success Associate will support the Client Success Team by managing a portfolio of small and medium-sized businesses, ensuring a high level of client satisfaction and operational efficiency.

FamilyHealth CaremHealthWomen's

Comp. & Benefits

No H1B

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

Qualification

Customer success experienceSalesforce proficiencyProject management skillsHealthcare knowledgeData analysis skillsInterpersonal skillsWritten communicationPresentation skillsAdaptabilityTeam collaboration

Required

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)