Client Success Analyst

Job Summary

The Client Success Analyst oversees a portfolio of applications, working with Client contacts to drive outstanding client service. This includes managing client priorities, providing solutions, and coordinating with internal teams.

About the Role

This position reports to the Client Success Manager and is fully remote.

Essential Functions

• Acts as a Subject Matter Expert (SME) for product, feature, and application standards.
• Acts as the primary client contact for complex and challenging production applications, focusing on account and relationship management.
• Leads and supports client-facing calls and meetings, preparing and following up on action items.
• Defines and maintains process documentation, guided by management.
• Manages both short-term and long-term client priorities, inquiries, and requests.
• Handles small to moderate application inquiries and investigations, providing feedback on root cause analysis.
• Trades client inquiries, requests, and issues, coordinating with the strategic team to deliver solutions and address application issues.
• Coordinates responses and communications to clients regarding requests and concerns, inputting into client-facing and internal-facing scorecards.
• Collaborates with other internal functional areas to support client deliverables.
• Performs other duties as assigned.

Education & Experience

• Required: BA/BS degree in Communications, Business Management, Technology, or a related field, or equivalent experience.
• Experience: 5+ years in a client/customer facing and leadership role.
• Skills: Exemplary client service delivery approach, problem resolution, trend identification, system improvement, dynamic priority setting, leadership, MS Office proficiency, SQL experience, and previous healthcare payer experience preferred.

Personal Attributes

• Leadership skills, problem interpretation and explanation, dynamic prioritization, change and growth orientation, collaboration, interpersonal skills, proactive problem-solving, time management, matrixed team culture, multi-tasking, telephone and email etiquette, and excellent communication skills.

Physical Demands

Must be able to operate a computer and other office products, frequently communicate via various methods, and have the ability to adapt to a fast-paced environment.

Benefits

• Remote-first and flexible PTO
• 100% company-paid medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance
• 401(k) with a 4% match and financial advisor assistance
• 6 weeks parental leave
• Invest in You — 30-60-90 day plans and frequent training
• Culture of recognition — peer-to-peer bonuses and team celebrations