Senior Associate, CO&O

Our client delivers technology that improves the foundations of healthcare access and delivery by partnering with benefits software and healthcare insurance customers to modernize & streamline their data exchange and accuracy. Our client’s mission is to improve healthcare through foundational changes that put the consumer at the center of everything they do. Our client is experiencing rapid growth and demand for their technology and services. 

To support this mission and growth, our client is expanding their customer-facing teams and are hiring a Senior Associate, Customer Onboarding, and Operations. This role reports to the Manager, Customer Onboarding and Operations, and serves as the primary point of contact to new and existing customers. High-impact and high-visibility, this role provides internal oversight and guidance to consistently deliver and exceed client expectations.  

What You’ll Do

  • Serve as the primary point of contact throughout the lifecycle of key enterprise customers to ensure a successful onboarding experience that promotes further product adoption 
  • Serve as subject matter expert in operational processes in internal and external conversations, leveraging this expertise to influence and build out new processes and tools
  • Develop a high level of trust with customers in all interactions by establishing productive meeting agendas, following through on deliverables, and providing internal feedback on escalations and overall client health
  • Collaborate closely with Customer Success, Customer Advocacy, Product, and Engineering to identify areas to improve the product and launch new features to better serve customers
  • Continuously identify areas & own projects to improve our internal and external processes, documentation, and tooling, which will deliver efficiencies, scalability, and a great customer experience

What We Are Looking For

  • 5+ years of work experience in a customer-facing role in a fast-paced environment or SaaS organization
  • 3+ years of work experience in the healthcare or insurance industry experience required 
  • Experience and enthusiasm for project management (PMP certified a plus!), with keen attention to detail
  • Excellent communication and interpersonal skills, with an ability to explain complex technical topics in a digestible manner
  • Experience managing and exceeding customer expectations 
  • Exceptional time management, prioritization, organizational and collaborative skills
  • Passion for evaluating and improving processes; data-driven in doing so
  • Self-motivated, enthusiastic & positive attitude
  • Enthusiastic to learn and grow within a fast-paced environment
  • Thrives in an ever-changing environment with a high degree of ambiguity