Customer Success Specialist, Transcarent

• Bachelor's degree in Business, Healthcare, Communications, or related field
• 1-3 years of professional experience in customer service, account coordination, or client-facing roles
• Interest in healthcare, employee benefits, or B2B client relationships
• Strong communication skills with ability to interact professionally with clients and internal teams
• Basic analytical skills and comfort working with data and reports
• Proficiency 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
• Learning Agility: Eager to develop new skills and grow within the client success function
• Communication Skills: Clear written and verbal communication with ability to build rapport with clients
• Team Collaboration: Comfortable working with guidance while contributing to team goals
• Detail Orientation: Strong attention to detail with ability to maintain accurate records and follow processes
• Problem-Solving: Proactive approach to identifying issues and seeking appropriate support or solutions
• Adaptability: Flexible approach to changing priorities and willingness to take on new challenges
• Client Focus: Genuine interest in helping clients succeed and ensuring positive experiences
• While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences

Desirable

• The Specialist, Client Success (2nd.MD) is responsible for managing a portfolio of mid-market client relationships within 2nd.MD's service line. This role serves as the primary point of contact for assigned accounts, focusing on client satisfaction, retention, and account health through proactive relationship management and operational support. This individual will support the full client lifecycle from onboarding through renewal while collaborating with internal teams to deliver exceptional customer experiences
• The 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
• Client Relationship Management:
• Serve as the primary point of contact for an assigned portfolio of mid-market EMO clients
• Participate in business reviews and client check-ins with support from senior team members
• Monitor client health and proactively communicate potential concerns to management
• Build and maintain positive relationships with client contacts, HR teams, and benefits administrators
• Engagement & Marketing Tracking:
• Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
• Coordinate with marketing teams to ensure proper tracking of engagement opt-ins
• Support execution of client-specific engagement strategies and marketing materials
• Assist 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 outcomes
• Account Support & Maintenance:
• Support client retention efforts and contribute to renewal processes
• Assist in identifying potential expansion opportunities and communicate findings to appropriate teams
• Help develop client-specific success plans under guidance from senior Client Success team members
• Support implementation of new services or program enhancements for existing clients
• Program Monitoring & Reporting
• Track client program performance metrics including utilization rates and member satisfaction
• Prepare standard client reports and assist with data analysis and trend identification
• Coordinate with cross-functional teams to address client needs and requests
• Operational Support:
• Handle routine client inquiries and escalate complex issues to appropriate team members
• Maintain accurate client records and documentation in Salesforce and other systems
• Assist with client communications, meeting coordination, and follow-up activities
• Support special projects and initiatives as assigned by Client Success leadership
• Learning & Development:
• Develop knowledge of EMO services, healthcare industry trends, and client success best practices
• Participate in training programs and professional development opportunities
• Collaborate with team members to learn consultative approaches and strategic thinking
• Contribute to team knowledge sharing and process improvement initiatives
• Growth Opportunities:
• Develop expertise in EMO services and healthcare consulting
• Build skills in strategic account management and business relationship development
• Learn data analysis and client success metrics
• Opportunity for advancement to senior client success roles with demonstrated performance
• Key Success Metrics:
• Client satisfaction and responsiveness to client inquiries
• Accuracy and timeliness of client communications and reporting
• Contribution to team retention and client health goals
• Professional development progress and skill building
• Quality of client relationship maintenance and support activities