Customer Success Manager – Unit 42
Palo Alto Networks
Cyber SecurityTableau
Senior Specialist, Customer Success
Transcarent
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $90,000 per year
Job Level
Senior
Tech Stack
AWS
About the role
- Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade.
- In conjunction with manager, build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.
- Partner with Accolade teams to represent the voice of the customer and ensure we’re delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services.
- Act as point of contact internally and externally for operational issues impacting our ability to support our customers and follow through to resolution, escalate as appropriate, and educate the customer on standard operational processes.
- Gather requirements, prepare, manage, QA, and deliver customer reports (monthly, quarterly, ad hoc). Identify suggestions or recommendations internally and externally on trends, opportunities, and value being created by Accolade.
- Escalate trends internally if/when necessary
- Work with account lead to refine customer messaging
- Serve as subject matter expert on data and reporting tools
- Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.
- Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training “refreshers”.
- Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market.
- Effectively navigate internal systems and processes to obtain data (e.g., QlikSense, AWS).
- Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce or similar systems/programs (e.g., Zendesk and Sharepoint).
- Introduce and provide continuous support for customers on Accolade specific systems/programs (e.g., Zendesk)
- Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.
- Represent Customer Success in internal initiatives to develop product that will impact current and future customers, increase member engagement, and member and employer satisfaction (e.g., Product Workshops – AIQ redesign).
- Lead initiatives to protect customer health, including identification of gaps in processes, support action planning to create new or revise current processes.
- Document Customer Success processes to ensure standardization across all customers.
- Function as subject matter expert on Customer Success processes for the purpose of onboarding, training, and process redesign.
- Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends.
Requirements
- Bachelor’s degree
- 3-5 years relevant professional experience
- Prior Accolade experience preferred
- Strong analytical skills
- Experience in process improvement orientation
- Excellent communication and influence skills
- Willingness and ability to delve into business problems and do whatever it takes to make us better
- Exceptional attention to detail and follow-through
- Experience managing projects and driving to completion
- Ability to juggle multiple customer deliverables on multiple timelines
- Manage to customer expectations, while balancing organizational capabilities
- Willingness to travel for customer events and represent Accolade in the market
Benefits
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisprocess improvementproject managementcustomer reportingcustomer relationship management
Soft skills
analytical skillscommunication skillsinfluence skillsattention to detailproblem-solvingorganizational skillsmultitaskingcustomer service orientation
Certifications
Bachelor's degree
