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AI Summary
The Client Success Analyst manages a portfolio of applications and serves as the primary contact for complex client requests to ensure high-quality service delivery. They are responsible for triaging inquiries, coordinating internal teams for solutions, and maintaining process documentation.
Job Summary:
The Client Success Analyst is responsible for overseeing a portfolio of applications working in conjunction with Client contacts towards the goal of establishing outstanding client service that drives quality. This will include establishing and managing client priorities, driving solutions to meet client requests and inquiries, and working closely with multiple internal functional areas to ensure that client deliverables are provided professionally, accurately and in a timely manner. This position reports to the Client Success Manager.
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 with a focus on account and relationship management.
- Leads and supports client-facing calls and meetings, including preparation and follow-up action items.
- Defines and maintains process documentation along with the guidance of management.
- Accountable for understanding and managing both short-term and long-term client priorities, inquiries, and requests.
- Handles small to moderate application inquiries and investigations related business data issues and provides feedback to clients on root cause analysis.
- Triages client inquiries, requests, and issues.
- Coordinates strategic team towards a goal of delivering client solutions and reconciling client application issues.
- Responsible for coordination and delivery of responses and communications to clients related to requests and/or concerns.
- Input to client-facing scorecards and other external reporting deliverables.
- Input to internal-facing scorecards and other internal reporting deliverables.
- Collaborate with other internal functional areas in support of client deliverables.
- Other duties as assigned.
Education Required
- BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent experience.
Knowledge & Experience
- 5+ years of experience in a client/customer facing and leadership role.
- Exemplary client service delivery approach.
- Ability to resolve problems, identify service delivery trends, and potential system improvements.
- Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation.
- Strong background in a leadership capacity.
- Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
- Exceptional experience in gathering and interpreting customer experience information.
- Experience in industry standard querying tools (SQL) preferred.
- Previous experience working for or with healthcare payers preferred.
Personal Attributes
- Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
- Holds self and others to exemplary standards through personal and professional accountability.
- Exudes a collaborative style with internal teams and external clients.
- Strong interpersonal skills to interface effectively with clients and teams.
- Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
- Functions well in a fast-paced environment.
- Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
- Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
- Enjoys working in a matrixed, team-based culture in support of client deliverables.
- Aptitude to quickly learn and multi-task.
- Outstanding telephone and email etiquette with excellent oral and written communication skills.
Physical Demands
- Must be able to operate a computer and other office products (i.e., a computer printer).
- Must be able to frequently communicate via varied communication apps and methods.
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