Client Success Specialist

Job description

- Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact and maintaining positive relationships with Strategic Partner counterparts - Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items - Create and implement appropriate process changes to enhance member experience - Be the Vitality subject matter expert, providing Strategic Partners with updates, insights, and reporting relevant to the steady state programs - Stay informed of upcoming product enhancements relevant to Strategic Partners, provide servicing insights and recommendations, and communicate changes back to Customer Care - Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders - Communicate issues and/or concerns that may arise within Operations to the appropriate stakeholders. This includes creating tickets for tracking and providing guidance to servicing teams on known issues. - Offer white glove servicing as needed to high-touch or VIP members - Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed to ensure PGs and other contractual guarantees are met - Maintain and create documentation to ensure that information available across the organization is up to date and accurate - Other duties as assigned

Salary: $55,000-75,000

Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.

Requirements - Experience using Salesforce and key operational support tools for  ticketing, and case management - Ability to interpret operational and servicing data and translate findings into actionable recommendations - Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation. - Experience working directly with external clients, strategic partners, vendors, or customer groups.

Desirable - Experience working with strategic partners and vendor management - Experience supporting health, wellness, and  member engagement programs.

Benefits

Medical, Dental and Vision 401(k) with company match Company paid Life, AD&D Short and Long term disability insurance Generous PTO, Holidays and Summer Fridays 100% paid parental leave Wellness Resources