Customer Success Associate

Overview

Overview:

TheCustomer SuccessAssociateatWellframesupports our health plan,providerand partner customers to achieve successduring the implementation andthroughout the customer life cycle. TheAssociatewill beanoperational point of contact for his or her assigned customers, workingin a multidisciplinary, team-based customer delivery model. Reporting to theExecutive Customer Partnerwithin the Customer Success Organization, theAssociatewillsupportwithongoing day-to-daycustomeroperations, andsupport theaccount management strategy for 3-6 customer accounts.

TheAssociatewill work closely with the customer andinternalWellframeteams to ensure key program milestones are met on time and that the customer is positioned for success with respect to theirWellframeutilizationand engagement metrics (e.g., customer staff adoption, member/patient onboarding, etc.). The Associatewill be the expert source of knowledge about that customer's program attributes, operational trends, analyticneedsand challenges. S/he will bea customer advocate, relaying the customers experiences and feedback internally and deriving opportunities for product and service support and enhancement. This role willrequire deep customer knowledge and understanding as well as the ability todriveoperational execution.

About Wellframe :

With Wellframe , we reimagine healthcare relationships througha new approachthat uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey.Wellframewas founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health andcare, butknow that technology alonecan'thelp us achieve this ambition.That'swhy our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best. The complete suite of solutions fromHealthEdgedelivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.

Your impact:

• Operationalmeeting management

• Platform configuration

• Manage weekly and monthly customer reporting needs

• Scheduledand unscheduled customer communications

• Manageengineeringticket requests andtickettracking

• Contribute tomaintenance ofcustomer profilesand other documents specific to book of business

• Support/coordinatecustomertrainings

• Serveas aypoint of contactforcustomers, building strong and lasting relationships with customer counterparts

• Leadcustomer calls,ensureassigned projectdeliverables are met on time and of the highest quality

• Identifyand communicatepotentialaccountrisks as theyemergethat mayimpacttimeliness and success

• Identifynew product and technical opportunities within the current customer base

• Continuallymonitorand analyze customer programutilizationand performance

• Support the implementation of new opportunities within existing customers

• Work with other internal teams to help improve customer workflow and processes

What you bring:

• Bachelor's degree, with a minimum of 3-5years of experience

• Experience in health care customer management, implementation, and project team coordination roles

• Strong interpersonal skills with a desire to understand and serve the multi-dimensional needs of our customers - those of their business, their clinicalteamsand their patient populations

• Energetic,well-organized,adaptable,and collaborative, with a strong attention to detail & experience in project management and operationsa plus

• Understanding of payer, provider, and other key stakeholders in the healthcare market landscape

• Previousexperience in other health information technology or health management software delivery a plus

• A passion for health, health care, and delivery transformation, including the role of digital technology and technology broadly in this transformation

• Exceptional written, verbal, and presentation skills

• A self-starter witha track recordof deliveringstrong performance, professional maturity, and business acumen

• "No task is too small" attitude, with a passion for service excellence and eagerness to learn

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: Ideally someonelocatedintheBoston, MAarea to come in on a partially hybrid basis

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periodsof time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990 . Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

#LI- Hybrid

Job Locations US-Remote | US-MA-Boston

ID 2024-4272

Category Hidden (29004)

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.