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Client Success Specialist

2 months ago

Madison, United States Clarity Software Solutions Full time
Job DescriptionJob DescriptionClient Success Specialist

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.

We Offer:
  • Competitive compensation.
  • A full benefits suite including Medical/Dental & Vision plans.
  • 401k with company match.
  • A supportive and growth-oriented culture
Job Summary:
The Client Success Specialist (CSS), under moderate supervision, works within a team and is responsible for a portfolio of Clarity clients. The CSS provides functional support to the portfolio of accounts with the main goal of supporting the team. The CSS assists clients with their day-to-day needs in the design, development, and delivery of member communications. As an individual contributor, strong analytical and critical thinking skills are required resulting in a high first contact resolution and excellent organizational skills with the ability to manage multiple tasks and priorities. The Client Success Specialist reports to the Client Success Tier Manager.

Essential Functions
  • Monitor daily production to ensure client files are processed timely.
  • Serve as a liaison between the client and the Art Department for new artwork requirements & requests.
  • Responsible for client inventory reporting and working with Vendor Management when Quotes for reorders or new stock is required.
  • Work with vendor management to resolve capacity manager and production errors.
  • Aid colleagues and managers with regards to projects and coordination on new accounts.
  • Effectively communicate significant software application changes to clients.
  • Other duties as assigned by management.

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

Knowledge & Experience
  • 2+ 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 competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
  • Experience in gathering and accurately interpreting a myriad of customer information.
  • Experience in industry standard querying tools (SQL) preferred.
  • Previous experience working for or with healthcare payers preferred.
  • Strong interpersonal skills and a customer-centered mindset.
  • Strong organizational and time management abilities.

Personal Attributes
  • 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.

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