Senior Specialist, Customer Success

Job Description

Who we are Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings.

Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care. We are looking for teammates to join us in building our company, culture, and Member experience who: Put people first, and make decisions with the Member’s best interests in mind Are active learners, constantly looking to improve and grow Are driven by our mission to measurably improve health and care each day Bring the energy needed to transform health and care, and move and adapt rapidly Are laser focused on delivering results for Members, and proactively problem solving to get there The Senior Specialist, Customer Success is accountable to all responsibilities of a Customer Success specialist, but is able to lead and own numerous customer commitments to ensure customer health. The Senior Specialist is representative within Accolade of the needs of the broader Customer Success organization and will co-own overall customer satisfaction. The Senior Specialist will develop strong relationships within Accolade and utilize cross-functional support when necessary.

A day in the life… Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade. In conjunction with manager, build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.

Partner with Accolade teams to represent the voice of the customer and ensure we’re delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services. Act as point of contact internally and externally for operational issues impacting our ability to support our customers and follow through to resolution, escalate as appropriate, and educate the customer on standard operational processes. Gather requirements, prepare, manage, QA, and deliver customer reports (monthly, quarterly, ad hoc).

Identify suggestions or recommendations internally and externally on trends, opportunities, and value being created by Accolade. Escalate trends internally if/when necessaryWork with account lead to refine customer messagingServe as subject matter expert on data and reporting toolsProvide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.

Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training “refreshers”. Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market.

Effectively navigate internal systems and processes to obtain data (e. g. , QlikSense, AWS).

Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce or similar systems/programs (e. g. , Zendesk and Sharepoint).

Introduce and provide continuous support for customers on Accolade specific systems/programs (e. g. , Zendesk) Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.

Represent Customer Success in internal initiatives to develop product that will impact current and future customers, increase member engagement, and member and employer satisfaction (e. g. , Product Workshops – AIQ redesign).

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