Note: The job is a remote job and is open to candidates in USA. mPulse is focused on delivering outstanding client service through innovative solutions. The Client Success Analyst will oversee a portfolio of applications, manage client priorities, and ensure timely deliverables while collaborating with internal teams.
Responsibilities
- 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
Skills
- 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
- 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
- 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
- Experience in industry standard querying tools (SQL)
- Previous experience working for or with healthcare payers
Benefits
- Remote-First & Flexible PTO — work from wherever you're most productive
- 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.
- 401(k) + 4% Match — with financial advisors to help you plan
- 6 Weeks Parental Leave
- Invest in You — 30-60-90 day plans and frequent training
- Culture of Recognition — peer-to-peer bonuses & team celebrations
Company Overview