Associate Customer Success Manager

We are looking for an Associate Client Success Manager to support our Strategic Partnerships within the member servicing team. This person will act as the daily point of contact on servicing for both internal and external stakeholders, deliver excellent customer service by quickly and accurately managing escalated inquiries, and facilitate a more positive member experience through ongoing, data-driven process improvement.

Responsibilities

• Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact
• Create and maintain relationships with Strategic Partner counterparts
• Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items
• Create and implement appropriate process changes to enhance member experience
• Be the Vitality subject matter expert, providing Strategic Partners with updates and insights relevant to the steady state programs
• Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders
• Communicate issues and/or concerns that may arise within Operations. This includes creating tickets to ensure system related issues are addressed.
• Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed
• Proactively monitor SLAs to ensure that business operations meet established contractual guarantees
• Maintain and create documentation to ensure that information available across the organization is up to date and accurate
• Execute internal and external reporting packages to effectively communicate appropriate level of details to various stakeholders
• Schedule and facilitate internal and external meetings as needed between members of the Strategic Partners, other Vitality teams and the Strategic Partners
• Other duties as assigned

Requirements

• Bachelor's degree or equivalent work experience
• 2-3 years Customer Service experience
• Strong analytical skills
• Ability to effectively manage time and priorities
• Action oriented mindset and ability to drive results
• Customer focused
• Effective communicator through multiple mediums