Client Success Associate, Navigation
About the role
ABOUT
THE ROLE: As a Client Success Associate, you are the client's primary point of contact for day-to-day operational matters and are responsible for overseeing these tasks through resolution. The Client Associate acts as the liaison between clients and cross-functional internal teams, such as service delivery partners, eligibility coordinators, and
benefits specialists. Excellent communication skills are required to ensure we understand our clients’ needs and can build long-lasting, mutually beneficial relationships with our key business stakeholders. Client Success Associates will establish and maintain professional relationships with clients, which will include face-to-face/virtual meetings, effective written and telephonic communication, active listening, and comprehension skills. Additionally, Client Success Associates maintain high-level client service by executing accuracy, responsiveness, reliability, and professionalism in all interactions. Client Success Associates will demonstrate excellent client service through resourcefulness and a high level of initiative.
Responsibilities will include managing the resolution status of routine to complex requests related to our clients' business
requirements. WHAT YOU’LL DO: Issue Tracking and Resolution – Engaging internal departments/tools and client resources, such as submitting data analytic tickets and analyzing prebuilt reporting dashboards, to resolve outstanding operational issues, while providing meaningful updates to the client. Driving Practical & Creative Solutions – Critically thinking about complex situations to find optimal outcomes. Engaging Appropriate Resources—Discuss information at varying degrees of complexity and at varying stages of progression, and engage internal or client resources that are best appropriate to drive issue resolution. Work Within Deadlines and Client Guarantees – Drive to resolution promptly and ensure all Client Performance Guarantees are met.
