Client Success Analyst

Summary

Join Clarity and become our Client Success Analyst, overseeing a portfolio of applications and partnering with clients to establish and manage their priorities. You will drive solutions to meet client requests, collaborate with internal teams to ensure timely and accurate deliverables, and act as the primary client contact for production applications. This role requires strong client service skills, problem-solving abilities, and the capacity to dynamically adapt to change. A background in leadership and experience with healthcare payers is preferred. Clarity offers competitive compensation, a full benefits suite, 401k matching, and remote working options.

Requirements

• BA/BS degree in Communications, Business Management, Technology or in a related field preferred, or equivalent experience
• 5+ years of experience in a client/customer facing 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 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

Responsibilities

• Oversee a portfolio of applications in partnership with clients
• Establish and manage client priorities
• Drive solutions to meet client requests and inquiries
• Work closely with multiple internal functional areas to ensure that deliverables are provided professionally, accurately and in a timely manner
• Acts as the primary client contact for production applications with a focus on account and relationship management
• Serves as a Subject Matter Expert for product, feature, and application standards
• 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

Preferred Qualifications

• Experience in industry standard querying tools (SQL) preferred
• Previous experience working for or with healthcare payers preferred
• Knowledge of Clarity applications a strong plus

Benefits

• Competitive compensation
• A full benefits suite including Medical/Dental & Vision plans
• 401k with company match
• A supportive and growth-oriented culture
• Remote working options