Senior Client Support Analyst

About the role

The Senior Client Support Analyst is a client-facing position. The position works with a number of established strategic client accounts, and is responsible for managing, coordinating, and monitoring all aspects of a diverse client portfolio. This person is the subject matter expert for patient experience surveying and data collection processes.

Responsibilities

• Provides expertise to clients and account team to educate customers on patient experience surveys and data collection processes and communicates regularly with the Advisor assigned to the account.
• Participates in client calls as necessary.
• Audits, interprets, and provides advice based on recurring monitoring and maintenance metrics to ensure client compliance with government-required data collection.
• Maintains and makes adjustments to all patient experience products and services for a portfolio consisting primarily of Press Ganey’s most complex, strategic health care system accounts.
• Prioritizes workload and manages timelines to meet client target dates for projects and for internal service level agreements.
• Informs and advises client and internal Press Ganey account team of progress on client projects and requests.
• Serves as SME resource for internal teams.
• Facilitates a collaborative team environment for both internal and external clients.
• Provides ongoing support for new and existing products.
• Contributes annually to at least one cross-departmental internal project around developing/improving processes, acting as lead or co-lead.
• Cross trains as needed for exposure to Press Ganey products.

Requirements

• Bachelor’s degree is required.
• Minimum 2-4 or more years’ experience in Client Support Specialist role, having demonstrated ability to manage large, strategic customer accounts.
• Excellent written and verbal communication skills are required.
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.).
• Demonstrated ability to analyze multiple data sources, including client’s budget and contract details, to create and execute a survey distribution plan.
• Demonstrated quality-focus, with strong organizational skills and attention to detail, and ability to prioritize work and manage time effectively.
• Proven ability to manage complex and strategic client accounts.
• Fully owns processes for assessing, investigating, and managing key client requests with little or no oversight.
• Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning.
• Able to serve as a mentor to new associates and act as a leader within the team and the department.
• Able to adapt in a fast-paced, innovative, changing environment.

Qualifications

• Bachelor’s degree is required.
• Minimum 2-4 or more years’ experience in Client Support Specialist role, having demonstrated ability to manage large, strategic customer accounts.
• Excellent written and verbal communication skills are required.
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.).
• Demonstrated ability to analyze multiple data sources, including client’s budget and contract details, to create and execute a survey distribution plan.
• Demonstrated quality-focus, with strong organizational skills and attention to detail, and ability to prioritize work and manage time effectively.
• Proven ability to manage complex and strategic client accounts.
• Fully owns processes for assessing, investigating, and managing key client requests with little or no oversight.
• Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning.
• Able to serve as a mentor to new associates and act as a leader within the team and the department.
• Able to adapt in a fast-paced, innovative, changing environment.

Skills

• Expertise in patient experience surveying and data collection processes.
• Strong organizational and prioritization skills.
• Ability to communicate effectively with clients and internal teams.
• Proficiency with Microsoft Office tools.
• Experience managing large, strategic customer accounts.
• Ability to analyze and interpret data sources.
• Passion for learning and continuous improvement.
• Leadership and mentoring abilities.

Benefits

• Reasonable accommodations provided for qualified individuals with disabilities or disabled veterans.
• Equal employment opportunity and commitment to diversity.

Pay

TBD - Pay is determined based on experience and qualifications.

Schedule

Full-time position.