apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.
Job Description Summary
As a Client Analyst at apree, you will build strong relationships with clients, provide ongoing support, and proactively address customer needs to drive satisfaction, retention, and growth.How will you make an impact & Requirements
Customer Success Analyst II
Act as a primary point of contact for assigned accounts, addressing client inquiries, resolving issues, and providing updates to cross-functional teams.
Develop and Deliver standard quarterly and annual business reviews
Develop strong professional relationships with daily contacts and operations
Monitor account health on a regular and consistent basis
Lead annual client refresh process to ensure benefit designs are implemented correctly
Maintain accurate records of all client interactions, contract statuses, and engagement activities.
Manage client caseload ensuring clients’ needs are met by being their main point of contact
Strong project management skills with ability to oversee a large book of small clients
Collaborate with multiple departments to ensure client’s needs and expectations are met and exceeded
Run standard ad-hoc reports per client requests
Educate clients about new services and features
Drive strong KPI performance by documenting interactions, achieving a successful NPS score, and ensuring high retention rates
Proactively identify potential risks and develop mitigation strategies
Serve as the escalation point for any significant challenges, working with senior leadership to resolve critical issues.
Education & Experience Required
Bachelor’s Degree required, MBA preferred
3-5 years of customer success experience preferably in the health care space
Experience managing a large book of small clients through automation and self-service
Demonstrated project management skills
Background in operational account management tactics
Knowledge & Skills
Excellent written and verbal communication skills and effective networking with a broad base of internal and external constituents
Demonstrated understanding of data and analytics
Ability to manage numerous detail-intensive, interdependent, and time-sensitive tasks and ensure the accurate completion of the same
Proactive attitude toward issue management and communication
Curious about operating efficiency and automating routine processes for small customers
Empathetic communicator with a consultative approach, able to see things from another person's point of view. Comfortable creating boundaries based on client agreements and product type
Skilled at driving to success regardless of individual level of subject matter expertise.
Compensation: $61k-$91k/annual salary & bonus eligible
