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Customer Success Specialist
2 months ago
Accolade (Nasdaq: ACCD) is dedicated to providing individuals and their families with a remarkable healthcare journey that is personalized, data-driven, and value-oriented, aimed at helping everyone achieve their healthiest life.
Our solutions integrate virtual primary care, mental health support, and expert medical opinion services, all enhanced by intelligent technology and top-tier care navigation.
Accolade's Personalized Healthcare approach reintroduces the human element into healthcare by fostering relationships that connect individuals and their families to the appropriate care at the right moment, ultimately improving outcomes, reducing costs, and enhancing consumer satisfaction.
We consistently achieve consumer satisfaction ratings exceeding 90%.Role Overview
The Customer Success Specialist plays a crucial role in effectively supporting the Customer Success function, ensuring that our customers receive the best of Accolade.
This position involves cultivating strong relationships within Accolade to enhance customer service execution, process optimization, and innovative experimentation, while ensuring that the customer experience aligns with our brand values.
The Specialist is integral in assisting the Customer Success team to drive efficiencies, effectiveness, and value, while adhering to Customer Success processes, deliverables, and commitments to the organization.
A Day in the Life...Collaborate with the Customer Success Manager and team as necessary, closely working with internal operational, process, and data teams to advocate for the voice of the customer within Accolade.
Serve as the primary contact for escalated member concerns originating from the customer base.
Engage with the Accolade team to ensure we meet customer-specific requirements and maintain member and employer satisfaction with our services.
Act as a liaison for operational challenges affecting our ability to support customers, ensuring resolution and escalation within Customer Success as needed.
Assist Customer Success managers with meeting preparations, including logistics, agenda creation, meeting documentation, and follow-up actions.
Collect requirements for, review, and disseminate both ad hoc and standard customer reports.
Collaborate with Training to develop or update customer-specific content for New Hire Training, Open Enrollment, new service launches, and training refreshers.
Work alongside Marketing to coordinate and participate in customer on-site events, and support Customer Success in the creation and execution of internal and external marketing programs/materials.
Efficiently navigate internal systems and processes to gather data (e.g., QlikSense).
Assist assigned Customer Success teams in maintaining key account and contact information within Salesforce (Zendesk and Sharepoint) or similar platforms.
Participate in user acceptance testing for any new systems or functionalities introduced to Customer Success.
Support assigned Customer Success teams in executing the Customer Strategic Plan.
Contribute to and assist with customer-specific and company-wide committees/projects.
Represent Customer Success in customer-specific implementation activities for initial and ongoing projects, escalating issues and concerns as necessary.
Prepare customer reports and provide insights or recommendations on trends, opportunities, and value creation.
Actively participate in internal customer operational status meetings, ensuring they are productive and result in timely closure of open items.
Identify process gaps and collaborate with relevant parties to develop new or revise existing processes.
What We Are Looking For...Bachelor's degree
1-3 years of relevant professional experience
Strong analytical capabilities
Experience with process improvement initiatives
Excellent communication and influence skills
Willingness to engage with business challenges and strive for continuous improvement
Exceptional attention to detail and follow-through
Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
HDHP medical plan with generous employer contributions towards an HSA
401(k) Retirement Plan with matching employer contributions
Paid Time Off
Generous Holiday Schedule + 5 floating holidays
18 weeks of paid parental leave
Subsidized commuter benefits programs
Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
1 Volunteer day per year
Employee Stock Purchase Plan (ESPP) with employee discount
Our People Are the Heart of Accolade
Together, we are building a remarkable and enduring business that truly makes a difference.
At Accolade, we are committed to fostering a workplace where everyone can grow and thrive.
We Achieve This by Upholding Our Core Values:
Member Obsessed: We continuously ask ourselves: Will this improve our members' lives?
Be Fearless: We think outside the box. We do what has never been done before. We are reinventing healthcare at every turn.
Stronger Together: We value our differences and recognize that our unique perspectives propel us forward.
Genuine Care: We care deeply about the individuals we work with and serve. We support one another.
Embrace Reality: We rely on data, communicate honestly, and trust each other.
Relentless Execution: We act with urgency. We take initiative, move swiftly, and enjoy the journey.
Work Environment
Accolade is committed to a hybrid work model, allowing employees to enjoy the flexibility of remote work while also providing opportunities for in-person collaboration and innovation.
Our hybrid model requires employees residing within 40 miles of an Accolade office to be present in the office for at least two days each week.
Accolade will provide reasonable accommodations to qualified employees with disabilities or sincerely held religious beliefs.Equal Opportunity Employer
Accolade is an Equal Opportunity and Affirmative Action Employer, dedicated to fostering an inclusive environment for all qualified applicants and employees.
Job Scams
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never request payment for job opportunities.
Additionally, we will never send checks and ask for part of the funds to be returned or for the purchase of gift cards.
These actions are also scams.If you encounter or fall victim to a job scam, please report it to the Federal Trade Commission or your state attorney general.
Data Privacy
To review our data use policy, please visit our Accolade Privacy Policy Page. All information will be kept confidential in accordance with EEO guidelines.
