Associate Customer Success Manager, Virta Health

• 3+ years experience in client management, customer success, or project coordination
• Passionate about client experience and health outcomes
• Ability to simultaneously manage and prioritize multiple projects and customer requests, keeping all stakeholders updated while managing customer expectations
• Strong communicator with excellent written and verbal skills
• Strong project management skills
• Curious, proactive, and eager to grow – asks "why" and proposes solutions
• Comfortable in a fast-paced and ever-evolving environment
• Strategic thinker and self-starter – able to proactively identify opportunities and execute to maximize value for the client value and drive growth

Desirable

• We are seeking a detail-oriented and proactive Associate Customer Success Manager to join our dynamic Customer Success team. On the Customer Success Team, you will be at the center of Virta’s mission, working directly with our clients and other members of the team to manage, grow, and expand Virta’s rapidly growing commercial book of business. In this role, you will work directly with customers while also acting as a strategic partner to our Customer Success pods – contributing to project management, client communications and reporting, presentation content creation, and process optimization.
• This role is ideal for someone with prior experience in a client-facing account management or project coordination role who is excited to grow in a fast-paced environment. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment
• Account Management & Pod Support:
• Build trusted relationships for a growing list of customers to enable account growth and ensure satisfaction, retention, and value
• Support accounts to develop key client deliverables, including marketing project plans and meeting presentations for client touchpoints and business reviews, highlighting utilization, performance, and expansion opportunities
• Use BI tools to pull and analyze customer-specific data for reporting, QBRs and ad hoc needs
• Participate in client business reviews and own strategic follow-ups
• Advocate for client needs and issue resolution cross-departmentally, provide continual feedback to internal teams on client needs
• Build and maintain a deep understanding of Virta’s organization, services offered, and processes
• Project Management:
• Create and manage internal tickets and workflows across key cross-functional partners, including Implementation, Analytics, Billing, and other teams to support client needs
• Support client data exchange operations in collaboration with the Implementation Team
• Assist with benefit fairs logistics, collateral customization, and post-event reporting; participate in onsite benefit fairs and vendor summits for strategic accounts
• Process Optimization & Internal Collaboration:
• Collaborate on improvements to SOPs and workflows, sharing learnings and opportunities as Virta continues to scale
• Help identify trends or common roadblocks and propose solutions to improve team efficiency and client satisfaction
• Help maintain Customer Relationship Management tools
• Within your first 90 days at Virta, we expect you will do the following:
• Immerse yourself in Virta's mission, products, and values
• Build relationships with collaborators across Customer Success, Implementation, and Product teams
• Learn core tools (Asana, JIRA, Salesforce, Looker) and workflows for tasks you will be performing
• Join client calls and begin completing tasks strategic clients
• Increase independence in handling routine customer tasks
• Make and share observations that contribute to workflow improvements