Specialist, Customer Success

About Our ClientOur client has 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. Its AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with health advocacy, expert medical opinion, and primary care, allows the company 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 the company to provide trusted information, increase access, and deliver care.The company is looking for teammates to join in building the company, culture, and Member experience who:Put people first, and make decisions with the Member’s best interests in mindAre active learners, constantly looking to improve and growAre driven by the mission to measurably improve health and care each dayBring the energy needed to transform health and care, and move and adapt rapidlyAre laser focused on delivering results for Members, and proactively problem solving to get thereAbout The RoleThe Specialist, Client Success manages a portfolio of mid-market Expert Medical Opinion (EMO clients), serving as their primary point of contact and support resource within 2nd.MD. This individual is responsible for maintaining client relationships, ensuring successful program utilization, and supporting retention efforts. The role provides an excellent opportunity to develop client success skills while working with guidance from senior team members and cross-functional partners.A Day in the Life...Client Relationship ManagementServe as the primary point of contact for an assigned portfolio of mid-market EMO clientsParticipate in business reviews and client check-ins with support from senior team membersMonitor client health and proactively communicate potential concerns to managementBuild and maintain positive relationships with client contacts, HR teams, and benefits administratorsEngagement & Marketing TrackingMonitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programsCoordinate with marketing teams to ensure proper tracking of engagement opt-ins.Support execution of client-specific engagement strategies and marketing materialsAssist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)Maintain accurate records of engagement activities, marketing touchpoints, and election outcomesAccount Support & MaintenanceSupport client retention efforts and contribute to renewal processesAssist in identifying potential expansion opportunities and communicate findings to appropriate teamsHelp develop client-specific success plans under guidance from senior Client Success team membersSupport implementation of new services or program enhancements for existing clientsProgram Monitoring & ReportingTrack client program performance metrics including utilization rates and member satisfactionPrepare standard client reports and assist with data analysis and trend identificationCoordinate with cross-functional teams to address client needs and requestsOperational SupportHandle routine client inquiries and escalate complex issues to appropriate team membersMaintain accurate client records and documentation in Salesforce and other systemsAssist with client communications, meeting coordination, and follow-up activitiesSupport special projects and initiatives as assigned by Client Success leadershipLearning & DevelopmentDevelop knowledge of EMO services, healthcare industry trends, and client success best practicesParticipate in training programs and professional development opportunitiesCollaborate with team members to learn consultative approaches and strategic thinkingContribute to team knowledge sharing and process improvement initiativesRequired QualificationsBachelor's degree in Business, Healthcare, Communications, or related field1-3 years of professional experience in customer service, account coordination, or client-facing rolesInterest in healthcare, employee benefits, or B2B client relationshipsStrong communication skills with ability to interact professionally with clients and internal teamsBasic analytical skills and comfort working with data and reportsProficiency with Microsoft Office Suite and ability to learn CRM systems (Salesforce training provided)Strong verbal and written communications are essential to success in the role.Preferred QualificationsPrevious experience in healthcare, benefits, or professional services environmentCustomer success, account management, or client services experienceFamiliarity with B2B client relationships and business communicationExperience with project coordination or cross-functional collaborationExpert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) along advanced data analysis toolsCore CompetenciesLearning Agility: Eager to develop new skills and grow within the client success functionCommunication Skills: Clear written and verbal communication with ability to build rapport with clientsTeam Collaboration: Comfortable working with guidance while contributing to team goalsDetail Orientation: Strong attention to detail with ability to maintain accurate records and follow processesProblem-Solving: Proactive approach to identifying issues and seeking appropriate support or solutionsAdaptability: Flexible approach to changing priorities and willingness to take on new challengesClient Focus: Genuine interest in helping clients succeed and ensuring positive experiencesGrowth OpportunitiesDevelop expertise in EMO services and healthcare consultingBuild skills in strategic account management and business relationship developmentLearn data analysis and client success metricsOpportunity for advancement to senior client success roles with demonstrated performanceKey Success MetricsClient satisfaction and responsiveness to client inquiriesAccuracy and timeliness of client communications and reportingContribution to team retention and client health goalsProfessional development progress and skill buildingQuality of client relationship maintenance and support activitiesAdditional InformationAs a remote position, the salary range for this role is:$65,000—$78,000 USDBenefits and perks programs include, but are not limited to:Competitive medical, dental, and vision coverageCompetitive 401(k) Plan with a generous company matchFlexible Time Off/Paid Time Off, 12 paid holidaysProtection Plans including Life Insurance, Disability Insurance, and Supplemental InsuranceMental Health and Wellness benefitsNote:“We are not the EOR (Employer of Record) for this position. 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