[Hiring] Client Success Analyst @mPulse Mobile

Role Description

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 position reports to the Client Success Manager.

• 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 to 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.

Qualifications

• BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent 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.