Maven Clinic

Digital Client Success Associate

Maven Clinic

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California, New York • 🇺🇸 United States

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Salary

💰 $72,000 - $90,000 per year

Job Level

JuniorMid-Level

About the role

  • Serve as a member of the account team managing our book of Small and Medium size Businesses (SMB) through a pooled support inbox, as well as developing 1:many content that can be leveraged by all customer segments
  • Develop deep product and internal process knowledge to help identify common roadblocks and propose solutions for better team efficiency
  • Standardize and maintain CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies
  • Utilize Salesforce Cases system for triage, communication and resolution workflows; partner closely with peers other team triage colleagues to ensure high level of accountability and limit redundancy in addressing client questions and concerns
  • Own day-to-day cross-functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
  • Actively listens to clients' concerns and diagnoses clients’ service needs while facilitating timely client problem-resolution
  • Follow escalation protocols correctly to ensure tickets are routed to the right teams for support and/or that you seek additional support to respond to clients appropriately; help to support and maintain these documented protocols and identify opportunities for process improvement where needed
  • Partner with other CSMs, Operations, Client Deliver, Sales, and Product to iterate on existing processes and continue to deliver best-in class client service
  • Support biannual client reporting meetings upon request; analyze data and outcomes to help inform engagement strategies and measure program effectiveness

Requirements

  • 2-4 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
  • Passion for healthcare, telehealth, and/or start ups
  • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
  • Ability to craft thoughtful and persuasive client-facing content in multiple different formats
  • Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
  • Experience creating scalable and repeatable processes that are used by internal and external stakeholders
  • Strong project management and organizational skills and the ability to influence without authority
  • Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
  • Experience using any of these types of tools; Salesforce, Looker, (or other data visualization tools), Gainsight (or other CS platform), HubSpot (or other email marketing tool), Matik (or other content creation tools), and Optimizely (or other A/B testing tools)
Benefits
  • Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
  • Whole-self care through wellness partnerships
  • Hybrid work, in office meals, and work together days
  • 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
  • Annual professional development stipend and access to a personal career coach through Maven for Mavens
  • 401K matching for US-based employees, with immediate vesting

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementdigital marketingproject managementoperationsprocess improvementdata analysiscontent creationreportingclient engagement
Soft skills
interpersonal skillsverbal communicationwritten communicationpresentation skillspersuasioninfluenceproblem-solvingorganizational skillsself-motivationadaptability