Senior Customer Success Specialist, Transcarent
$70-90k
Plus eligible for the corporate bonus program or a sales incentive and stock options
More information about location
Consumer-directed health and care experience
Be an early applicant
Consumer-directed health and care experience
201-500 employees
Be an early applicant
$70-90k
Plus eligible for the corporate bonus program or a sales incentive and stock options
More information about location
201-500 employees
Company mission
To put people in charge of their health and care.
Role
Who you are
- Bachelor’s degree
- 3-5 years relevant professional experience
- Prior Accolade experience preferred
- Strong analytical skills
- Experience in process improvement orientation
- Excellent communication and influence skills
- Willingness and ability to delve into business problems and do whatever it takes to make us better
- Exceptional attention to detail and follow-through
- Experience managing projects and driving to completion
- Ability to juggle multiple customer deliverables on multiple timelines
- Manage to customer expectations, while balancing organizational capabilities
- Willingness to travel for customer events and represent Accolade in the market
- 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
What the job involves
- The Senior Specialist, Customer Success is accountable to all responsibilities of a Customer Success specialist, but is able to lead and own numerous customer commitments to ensure customer health. The Senior Specialist is representative within Accolade of the needs of the broader Customer Success organization and will co-own overall customer satisfaction. The Senior Specialist will develop strong relationships within Accolade and utilize cross-functional support when necessary
- Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade
- In conjunction with manager, build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners
- Partner with Accolade teams to represent the voice of the customer and ensure we’re delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services
- Act as point of contact internally and externally for operational issues impacting our ability to support our customers and follow through to resolution, escalate as appropriate, and educate the customer on standard operational processes
- Gather requirements, prepare, manage, QA, and deliver customer reports (monthly, quarterly, ad hoc). Identify suggestions or recommendations internally and externally on trends, opportunities, and value being created by Accolade
- Escalate trends internally if/when necessary
- Work with account lead to refine customer messaging
- Serve as subject matter expert on data and reporting tools
- Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently
- Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training “refreshers”
- Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market
- Effectively navigate internal systems and processes to obtain data (e.g., QlikSense, AWS)
- Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce or similar systems/programs (e.g., Zendesk and Sharepoint)
- Introduce and provide continuous support for customers on Accolade specific systems/programs (e.g., Zendesk)
- Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan
- Represent Customer Success in internal initiatives to develop product that will impact current and future customers, increase member engagement, and member and employer satisfaction (e.g., Product Workshops – AIQ redesign)
- Lead initiatives to protect customer health, including identification of gaps in processes, support action planning to create new or revise current processes
- Document Customer Success processes to ensure standardization across all customers
- Function as subject matter expert on Customer Success processes for the purpose of onboarding, training, and process redesign
- Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends
Our take
More than 60% of US workers who receive health insurance are enrolled into an employer-funded/managed self-insured plan. While such plans can reduce premiums for employers, this typically comes at the cost of quality and increased friction, as opposed to self-insuring through a traditional insurance company.
Transcarent has built a unified digital platform that allows insured patients to access several different healthcare services via a single tool - including consultations, ordering and renewing medications, and chatting with medical practitioners. Speed is a key cornerstone of its approach: so far, the company has been able to connect patients with practitioners in 60 seconds on average.
The business has grown steadily, merging with BridgeHealth and partnering with Walmart, and now serves over a million members across the US. With a substantial amount of funding, Transcarent has entered the world of healthcare Unicorns.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2024
$126m
SERIES D
Jan 2022
$200m
SERIES C
Total funding: $424m
Company HQ
South Park, San Francisco, CA
Leadership
Glen Tullman
(CEO)Former CEO at Enterprise Systems, Allscripts and Livongo and Founder & Managing Partner at 7wireVentures for 7 years.
Snezana Mahon
(COO, not founder)Qualified pharmacist with experience as a Vice President at Evenorth and Express Scripts prior to being made COO for Transcarent.
Praful Kaul
(CTO, not founder)An electrical engineering, computer science and MBA graduate, they have extensive experience in software engineering prior to becoming CTO for Transcarent.
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