Client Services Coordinator
4 weeks ago
Client Services Coordinator
**Job Category**: Account Management**Requisition Number**: CLIEN001071- Posting DetailsPosted: May 29, 2024
Full-Time
Locations
Remote
- Job Details
Description
The primary responsibility is to own the client journey for assigned clients post-implementation which will include triaging client issues, creating and maintaining strong partner relationships, managing small projects, training and ensuring product adoption and stability.
Duties/Responsibilities:
- Serves as the primary post-implementation point of contact with client.
- Advocates for clients within HealthTrio by mPulse serves as their voice. Works closely with resources across the company to support client needs.
- Develops and maintains a professional positive client relationship. Manages client expectations, facilitating communications and contributing to client satisfaction before, during and after project implementation.
- Provides timely and extraordinary customer service in resolving client questions or issues.
- Researches and implements resolutions for client support tickets, escalating to leadership as necessary. Provides clients with regular updates as business need dictates.
- Provides operational support for assigned clients while meeting deadlines and compliance requirements.
- Communicates feedback to manager on issues or concerns of ongoing projects.
- Participates in on-call rotation for critical client issues and is available for any other issues that may require participation beyond regular business hours.
- Perform all other duties as assigned
- Quick-study: Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Understands implications of work and makes recommendations for solutions.
- People-lover: looks forward to interacting with clients through all mediums; has experience in a customer-facing role
- Proactive: thinks ahead, has tons of initiative, tolerates risk and doesn’t wait to be told to act
- Empathetic: puts self in another’s shoes and deeply understands their perspective
- Must be highly organized with a strong attention to detail, be able to work independently and as a team player.
- Passionate about delivering an excellent customer experience.
- Excellent communication skills, both verbal and written.
- Thoughtful and methodical in organizing priorities and tasks daily.
- A minimum of 3-4 years of client management, project management, training or supervisory related experience.
- Previous experience in the health plan or computer software industry.
- Basic understanding of software development process.
- Strong computer skills MS Office (Excel, Word, PowerPoint and Outlook). Conceptual understanding of RDBMS, CSS, basic SQL query skills and HTML preferred.
Minimum Qualifications
Experience: Minimum of three (3) years of experience in client and/or project management, preferably in SaaS or other technology industry is preferred
Education: A bachelor's degree from an accredited university or college, or the equivalent functional work experience.
Work Environment: On call rotation required. The essential functions of this position may be performed remotely, or in a climate-controlled office environment.
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