Customer Experience Senior Associate

2 months ago

New York, New York, United States Juniper Networks Full time

We're on a mission to make behavioral health more available and accessible. We're backed by a16z, YCombinator, Craft, and many others to make this dream a reality.

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Building an inclusive culture is one of our core tenets as a company. We're very aware of the structural inequalities that exist, and recognize that underrepresented minorities are less likely to apply for a role if they don't think they meet all of the requirements. If that's you and you're reading this, we'd like to encourage you to apply regardless — we'd love to get to know you and see if there's a place for you here

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About Our Mission

At Juniper, we're building software for behavioral health clinicians to improve quality of care. We streamline and replace manual efforts so clinicians can focus on what they do best: providing high-quality care.

We started Juniper because we care about impact — the lack of supply for behavioral healthcare means those who need it most cannot access it. We believe this is one of the biggest problems out there today. It's why we're tackling this broken industry, and why we want you on this mission with us.

For more details on our thesis, check out our write-up What is Juniper?.

About Our Culture

Our mission to change behavioral health starts with us and and how we operate. We don't want to just change behavioral health, we want to change the way startups operate. Here are a few tactical examples:

1) Diversity, equity, and inclusion has been a priority since day 1. Currently, half of our leadership team (COO + CTO) identify as female, and our cap table includes over a dozen women. We still have a ways to go, but we're committed to sourcing, hiring, and retaining talent from underrepresented folks in tech and outside of tech.

2) Behavioral health is something we live and breathe — all four members of the Juniper leadership team see therapists every week, and we have a specific mental health benefit to help if that's something you're interested in exploring

3) We have to have a sense of humor. Healthcare is so broken, it's depressing if you don't laugh with us.

For more details take a look at our FAQs | Joining the Juniper Team

About the Role

Juniper is seeking a highly motivated and experienced customer-focused operator to join our dynamic team. The ideal candidate will be a self-starter with a proven track record of driving results in a fast-paced environment. The CX Senior Associate will play a key role in managing relationships with enterprise-level clients at multi-million dollar companies, collaborating closely with CEOs, CFOs, and other senior RCM stakeholders to drive value and ensure client success.

What you'll do:

  • Serve as the primary point of contact for enterprise-level clients, building and maintaining strong, long-lasting relationships.
  • Provide strategic guidance and thought leadership to clients, leveraging industry expertise, best practices, and data analysis to create recommendations.
  • Consult with clients to understand their revenue cycle management challenges and priorities, and align Juniper's solutions to meet their needs.
  • Act as "voice of the customer" — partner with internal Engineering teams to provide new product feedback, assist with feature roll-outs, and ensure a high Net Promoter Score (NPS) through excellent client experiences.
  • Take initiative in investigating issues, bugs, or other challenges, working closely with internal teams to find solutions and ensure client satisfaction.
  • Maintain a strong understanding of the insurance billing claims lifecycle end-to-end.
  • Utilize intermediate Excel skills to analyze data, generate reports, and derive actionable insights for clients and internal stakeholders.
  • Actively seek and cultivate referrals from existing clients to drive new business opportunities and expand Juniper's client base.

What we're looking for:

  • Growth mindset — a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges.
  • Alignment on company values — it's the first chapter of our company story. You'll be expected to cultivate and nurture existing values, and also play a lead role in shaping how it unfolds.
  • Independence, throughput, and velocity — an ability to drive and build projects from 0-to-1. You'll need to identify problems, build alignment, and execute solutions with a high degree of ownership and autonomy.
  • Healthcare experience a plus.

Juniper is based in New York City with a satellite office in San Francisco, and we prioritize in-person and hybrid candidates. Please refer to the top of this page for this position's hiring location.

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Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.

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