Client Service Coordinator
mPulse Mobile
Job Details
Description
Job Summary:
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.
The CSC is passionate about working with clients, an effective multi-tasker, a champion problem solver, a trusted client advisor, and someone who can exercise sound business judgment. The CSC will work with cross-functional teams to schedule, coordinate, and track client project requests and ensure timely completion of projects. You will work with various departments to remove roadblocks and solve strategic and tactical issues impacting customers’ health. The right candidate will have the ability to communicate effectively to a wide spectrum of audience types, build relationships effortlessly, and will be able to speak passionately about our products and services. To succeed in this role, you should possess a technical background that can be combined with client management skills to facilitate communication between our clients and technical teams.
Duties/Responsibilities:
- Serves as the primary post-implementation point of contact with clients.
- Advocates for clients within HealthTrio by mPulse serve as their voice. Works closely with resources across the company to support client needs.
- Become familiar with HealthTrio web applications, to effectively train clients and assist in troubleshooting on functionality of the system.
- 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 needs dictate.
- Provides operational support for assigned clients while meeting deadlines and compliance requirements.
- Coordinates and participates in client meetings with subject matter experts to resolve client service issues as needed.
- Communicate feedback to the 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.
Skills/Abilities/Experience:
- 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 in MS Office (Excel, Word, PowerPoint, and Outlook). Conceptual understanding of RDBMS, CSS, basic SQL query skills, and HTML preferred.
Minimum Qualifications
- A minimum of three (3) years of experience in client and project management, preferably in SaaS or other technology industries is preferred.
Physical Requirements:
- Ability to stand and sit for extended periods.
- Ability to lift 10 lbs. weight