Client Success Analyst

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mPulse

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 Series unknown on 2022-02

Healthcare • SaaS • B2B

mPulse is a health experience and insights company that provides an AI-powered Health Experience and Insights (HXI) platform and a suite of products—predictive analytics, core communications, omnichannel engagement, health portals, content management, and acquisition & payments—to help health plans, health systems, and other healthcare organizations improve member engagement, close care gaps, and meet regulatory requirements. Their platform delivers personalized, data-driven outreach and automation at scale to support Medicare, Medicaid, commercial plans, TPAs, ACOs, pharmacies, and life sciences/clinical trials. mPulse emphasizes modernizing member portals, utilization management communications, CAHPS/HOS performance, and precision targeting to drive clinical and financial outcomes for clients (used by 400+ healthcare organizations per their materials).

📋 Description

• Acts as a Subject Matter Expert (SME) for product, feature, and application standards. • Acts as the primary client contact for complex and challenging production applications with a focus on account and relationship management. • Leads and supports client-facing calls and meetings, including preparation and follow-up action items. • Defines and maintains process documentation along with the guidance of management. • Accountable for understanding and managing both short-term and long-term client priorities, inquiries, and requests. • Handles small to moderate application inquiries and investigations related business data issues and provides feedback to clients on root cause analysis. • Triages client inquiries, requests, and issues. • Coordinates strategic team towards a goal of delivering client solutions and reconciling client application issues. • Responsible for coordination and delivery of responses and communications to clients related to requests and/or concerns. • Input to client-facing scorecards and other external reporting deliverables. • Input to internal-facing scorecards and other internal reporting deliverables. • Collaborate with other internal functional areas in support of client deliverables. • Other duties as assigned.

🎯 Requirements

• BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent experience. • 5+ years of experience in a client/customer facing and leadership role. • Exemplary client service delivery approach. • Ability to resolve problems, identify service delivery trends, and potential system improvements. • Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation. • Strong background in a leadership capacity. • Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools. • Exceptional experience in gathering and interpreting customer experience information. • Experience in industry standard querying tools (SQL) preferred. • Previous experience working for or with healthcare payers preferred.

🏖️ Benefits

• Remote-First & Flexible PTO — work from wherever you're most productive • 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance. • 401(k) + 4% Match — with financial advisors to help you plan • 6 Weeks Parental Leave • Invest in You — 30-60-90 day plans and frequent training • Culture of Recognition — peer-to-peer bonuses & team celebrations