Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%.
Role overview
The Specialist, Customer Success (CS) is responsible for working effectively to support the CS function to bring the best of Accolade to our customers. This individual builds strong relationships within 2nd.MD/Accolade that support customer service execution, process improvement and experimentation, as well as ensures the customer experience is consistent with our brand. The Specialist, Customer Partnerships plays an integral role to support the CS team to drive efficiencies, effectiveness, and value, while upholding the CS processes, deliverables and commitments to the organization.
A day in the life…
• Supports the CS team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within 2nd.MD/Accolade.
• Partner and collaborate directly with our customers to encourage participation in engagement campaigns to help drive member engagement and ROI targets
• Track client engagement decisions internally to successfully execute engagement campaigns.
• Serve as the day-to-day contact for escalated member issues that originate from the Customer.
• Act as point of contact for operational issues impacting our ability to support our customers and follow through to resolution, escalate within CS as appropriate.
• Provide support to CS team for any meeting preparation including logistics, agenda development, meeting notes and follow-up.
• Gather requirements for, review and distribute ad hoc and standard customer reports.
• Effectively navigate internal systems and processes to obtain data (e.g., Sisense, GABI).
• Assist assigned CS team(s) in maintaining key account and contact information within Salesforce (Zendesk and Sharepoint) or similar systems/programs.
• Participate in user acceptance testing for any new systems or functionality deployed to CS.
• Support the assigned CS team(s) in the execution of the Customer Strategic Plan.
• Contribute to and support customer specific and company-wide committees / projects.
• Identify gaps in processes and work with the appropriate parties to create new or revise current processes.
What we are looking for…
• Bachelor’s degree
• 1-3 years’ relevant professional experience
• Strong analytical skills
• Experience in process improvement orientation
• Excellent verbal and written communication and influence skills
• Ability to manage and prioritize multiple tasks and projects through application of strong organizational skills
• Willingness and ability to delve into business problems and do whatever it takes to make us better
• Exceptional attention to detail and follow-through
Hiring Range$59500-$68000
Annual
Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
Benefits
- 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
- Open 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 days per year
- Employee Stock Purchase Plan (ESPP) w/ employee discount