Customer Success Associate

Summary

Join Spring Health as a Customer Success Associate and play a pivotal role in ensuring customer satisfaction. Working closely with Strategic Account Managers, you will provide support, resolve issues, and maintain customer relationships. Responsibilities include collaborating with cross-functional teams, managing projects, and creating reports. The ideal candidate possesses 2+ years of customer-facing experience in a B2B environment, exceptional communication skills, and technical proficiency. Spring Health offers a competitive salary and benefits package, including health insurance, retirement benefits, paid time off, and professional development opportunities.

Requirements

• 2+ years of experience in customer-facing roles, preferably in a B2B environment
• Proven experience presenting information to customers and adeptness at receiving and implementing feedback
• Bachelor's degree or equivalent work experience
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Ability to adapt quickly to change, respond promptly to issues, and devise creative solutions
• Self-motivated, team-oriented individual with a strong desire to excel in a dynamic startup environment
• Commitment to continuous personal and professional growth
• Technical proficiency with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry
• Proficient use of Google Suite with a keen interest in adopting and leveraging other software platforms to enhance customer success initiatives

Responsibilities

• Act as a support resource and secondary point of contact for assigned customers, working closely with designated Strategic Account Managers (SAM) to ensure seamless service delivery
• Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer experience
• Participate actively in customer meetings under the direction of SAM, coordinating, supporting and addressing customer needs and concerns
• Assist in the creation and maintenance of project documents and ticket entries, ensuring adherence to client deadlines and providing regular updates to SAM and customers
• Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup
• Investigate and resolve member issues, collaborating with SAM on resolution steps and providing comprehensive details
• Track and maintain all cross-functional dept asks ie. reporting, marketing, invoicing, product/engineering, and clinical support requirements meticulously, ensuring timely delivery to SAM for action
• Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance
• Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring 101 sessions
• Foster collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success
• Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation
• Access to fertility care support through Carrot , in addition to $4,000 reimbursement for related fertility expenses
• Access to Wellhub , an on-demand virtual benefit that provides wellbeing coaching, and budget management
• Up to $1,000 Professional Development Reimbursement a year
• $200 per year donation matching to support your favorite causes