Noyo is the leading benefits infrastructure company, enabling seamless data connectivity across the benefits ecosystem. We believe every person should have access to great benefits that are easy to understand, easy to use, and have them covered when they need it most.
In service of that mission, we provide modern infrastructure to power the next generation of consumer health and benefits experiences. Like Stripe in payments and Plaid in financial services, Noyo makes it possible for developers to embed benefits into any app.
We are a rapidly-growing technology company backed by the best investors in Silicon Valley, and we are building a team of ambitious and creative people looking to change the face of benefits.
Noyo is a distributed company with teammates all across the United States. We have offices in San Francisco and Raleigh-Durham.
Noyo’s Customer Experience team owns our customer relationships, ensuring an excellent customer experience with the Noyo solution and acting as the voice of our customers internally.
The Senior Associate, Customer Experience role is responsible for driving customer product adoption and improving internal and external operational processes to ensure our connections are efficient and scalable and that we are consistently making magic for our users in partnering with Noyo. This role reports to the Manager, Customer Experience.
What You’ll Do
- Develop a high level of trust with our key customers by establishing scalable and sustainable processes and frameworks that elicit productive interactions, alignment, and successful outcomes
- Leverage objective and subjective data points to identify, influence and prioritize internal and external improvements that help our customers
- Dive deep into Noyo’s product offerings and technical workflows in order to best serve our customers
- Become a Noyo product expert to conduct product adoption and training sessions with clients to ensure customers are using our products correctly and getting the most value out of Noyo
- Support customer expansion projects to ensure a smooth and successful customer experience that promotes further growth
- Lead all recurring customer meetings, own resolution of escalated inbound support tickets, own and maintain customer feedback in Jira, report external weekly/monthly success metrics to customers
- Collaborate closely with Customer Success Managers, Customer Onboarding, Operations, Product, and Engineering to improve the product and launch new features to better serve our customers
What We Are Looking For
- 4+ years of work experience in a customer-facing account management or support role at a SaaS company is required
- Healthcare or insurance industry experience preferred
- Experience successfully managing and exceeding customer expectations
- Excellent presentation skills, with a passion for explaining complex technical topics in a digestible manner
- Exceptional time management, prioritization, organizational and collaborative skills
- Demonstrated success evaluating and improving processes; data-driven in doing so
- Self-motivated, enthusiastic & positive attitude
- Desire to learn and grow within a dynamic, high-growth, and fast paced environment
- Thrives in an ever-changing environment with a high-degree of ambiguity
- High-degree of comfort with technology and tooling, such as support ticketing platforms (e.g. Zendesk, SFDC), data visualization software (e.g. Google Data Studio, Metabase), Google Suite, Jira. API, EDI and/or data exchange experience preferred
Salary Range
Noyo is committed to advancing pay equity, and pay transparency is one tool in support of that goal. Noyo has a comprehensive total rewards program which includes base salary, equity, benefits, and professional development opportunities.
The base salary for this position is $80,000 to $110,000 annually. Consistent with applicable laws, compensation will be determined based on the applicant’s level, relevant skills, qualifications, and experience along with requirements for the position.
Noyo is a distributed first team with employees working across the U.S. and we take a location agnostic approach to compensation. This means that your location will not be a factor in determining your compensation.
Please note that it is not typical for an individual to be hired at or near the top of the range. Noyo reserves the right to modify this compensation range at any time.
What we value
1. Judgment to experiment quickly without sacrificing quality
2. Combination of ambition and creativity to solve hard problems
3. Collaborative approach and focus on finding the best ideas, wherever they may be
What we offer
Competitive salary and equity packages – You’ll be an owner of the company
Medical, Dental, and Vision Insurance -Noyo pays 100% of employee premiums and 50% of dependents premiums
Long-Term Disability, Short-Term Disability, and Life Insurance – Company paid life and disability coverage
Health and Dependent Care FSAs – Pre-tax flexible spending accounts for out-of-pocket expenses
401k Account – 401k program through Guideline
Commuter Benefits – Tax-advantaged commuter benefits account
Home Office Stipend – Noyo offers each team member a $500 stipend to spend on home office related equipment
Parental Support – 12 weeks of paid leave for new parents
Paid Time Off – Uncapped vacation days & paid holidays
Holidays Off – Noyo observes 14 holidays including Juneteenth, Indigenous People’s Day, Election Day, & Veterans day
How we work together
Deep Work Wednesdays -Wednesdays are used for deep work, so we try to avoid meetings being scheduled this day unless it’s client sensitive.
Collaboration Stack – We primarily use Slack, Google Suite, and Notion.
Core Collaboration Hours – To maintain our flexible, self-directed work schedules without leading people to feel they need to be constantly connected, we’ve implemented core meeting hours where cross-time zone meetings happen.