Client Success Associate

Overview:
**Now is the time to join us**

At Virgin Pulse we value and celebrate diversity and we are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to #changelivesforgood.

**Responsibilities**:
**Who are you?**

The Client Success Associate will have responsibility for maintaining a broad understanding and technical knowledge of the Activate products and services to ensure quality delivery on service and performance commitments to clients. This role will support and help execute the strategy coordinated by Account Directors and the Account Management team.

**In this role you will wear many hats, but your knowledge will be essential in the following**:

- Deliver agreed reporting from internal tools (set up automated reports on our platform)
- Maintain or create custom reporting (Excel spreadsheets, Word documents, PowerPoint)
- Be responsible for accurate data entry used for client invoicing
- Monitor the platform and submit tickets as needed (as examples client support, reject remediation, phone number updates, platform access review)
- Proactively monitor satisfactory resolution of client technical support issues by appropriate internal team
- Support member service delivery by resolving needs for of client-specific information, updating training agents and completing documentation
- Coordinate the documenting, submission, tracking, communication, and monitoring of client program requirements post-implementation/launch
- Build relationships with cross-functional teams (Finance, Implementation, Client Operations, Member Services, Product, and other teams) to execute on deliverables for clients
- Familiarity with the following tools is helpful but not required: Salesforce, Gainsight, JIRA
- You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in._

Qualifications:
**What you bring to the Virgin Pulse team**

**In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including**:

- Bachelor’s degree or comparable experience in a related field (health, health plan, healthcare, customer service, business management, operations, and/or logistics)
- 1-3+ years of professional work experience, preferably aligned to roles in operations / logistics, customer service, customer management, software implementation and / or project management.
- Previous experience in SaaS, or health / wellness and/or health care industry (preferred)

**You also take pride in offering the following Core Skills, Competencies, and Characteristics**:

- Excellent customer facing skills, including a commitment to client satisfaction
- Impeccable organization and priority management skills
- Ability to manage multiple tasks with varied dependencies and timelines
- Self-motivated with proactive approach, appropriate sense of urgency and a positive attitude
- Self-directed and proven ability to work independently
- Able to navigate change and support clients in change management
- Ability to navigate a dynamic technological environment
- Agility and comfortable with change
- Required to work cross functionally with co-workers
- Outstanding interpersonal skills, including strong communication skills, both verbal and written. While not required, language proficiency in Spanish, German, or French are valuable.
- Creative approach to problem-solving
- Excellent knowledge and skill using Microsoft Office suite
- Solid analytical skills

**Why work at Virgin Pulse?