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Customer Success Associate

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Spring health

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • New York
    Remote

AI generated summary

  • You must have 2+ years in customer-facing roles, strong communication skills, adaptability, technical proficiency, and a commitment to growth in a dynamic environment.
  • You will support customer needs, resolve issues, maintain documentation, track projects, compile reports, manage client requests, and collaborate with teams to ensure a seamless customer experience.

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 Customer Success Managers (SAM) to ensure seamless service delivery.
  • Collaborate with the cross-functional teams to resolve customer issues and ensure a seamless customer and member experience.
  • Participate actively in customer meetings under the direction of SCSM, coordinating, supporting and addressing customer needs and concerns.
  • Assist in the creation and maintenance of project management documentation such as Gainsight and Asana Customer Dashboards, ensuring adherence to client deadlines, internal team SLAs, and providing regular updates to SCSM 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 SCSM on resolution steps and providing comprehensive, detailed follow up.
  • 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, and contributing to the SCSM's report narrative.
  • Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring Virtual Events.
  • Building relationships through collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success.
  • Act as key support of the customer relationship continuity by managing incoming client requests and updates in the account owner's absence.
  • Assists in coordinating transition planning, documentation, and communication to ensure minimal disruption to the customer support or member experience during account transitions.
  • Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success.
  • Up to 15% travel time.

FAQs

Do we support remote work?

Yes, this is a full-time, fully remote position, but occasional travel for team events may be required.

What does the Customer Success Associate role involve?

The Customer Success Associate (CSA) plays a pivotal role in ensuring the success and satisfaction of our customers by supporting the Strategic Customer Success Managers, resolving issues, maintaining customer documentation, and collaborating with cross-functional teams.

What qualifications are required for the Customer Success Associate position?

Candidates should have 2+ years of experience in customer-facing roles, preferably in a B2B environment, a Bachelor's degree or equivalent work experience, and exceptional organizational, presentation, and communication skills.

Is there an opportunity for professional development?

Yes, we offer up to $1,000 per year for Professional Development Reimbursement.

What is the salary range for this position?

The target base salary range for this position is $66,500 - $82,100.

Are there benefits provided for employees?

Yes, benefits include health, dental, and vision insurance from the first day, paid time off, a 401(k) match, access to therapists and wellness programs, and more.

What is the expected response time for customer inquiries in this role?

The goal is to acknowledge inquiries within 24 hours and resolve 90% of tickets within the Service Level Agreement (SLA).

How does the CSA contribute to Quarterly Business Reviews (QBR)?

The CSA assists in compiling and delivering QBR slide decks by extracting data from relevant sources and providing insights into customer performance.

What qualities should a candidate possess to excel in this role?

Candidates should be self-motivated, team-oriented, adaptable to change, and committed to continuous personal and professional growth.

Is there support for family-related needs?

Yes, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months of tenure, as well as access to fertility care support.

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Spring health

We support teams and families with personalized mental health care.

Science & Healthcare
Industry
201-500
Employees
2016
Founded Year

Mission & Purpose

At Spring Health, we help employers modernize their behavioral health benefits with the most effective, comprehensive solution for employee mental wellbeing. Our offering functions as a single front door to any type of care - from digital exercises, to EAP services, to coaching, therapy, or medication. We use a proprietary assessment and machine-learning technology to understand all of the conditions a person may be experiencing, and use those results to match them to a care plan personalized to their needs. Each member has access to a Care Navigator to help guide them through their options, assist in booking appointments with therapists, and connect them to domain experts across work-life, legal, or financial services. This innovative, personalized approach to care, paired with a seamless, high-touch member experience makes Spring Health the most holistic, effective behavioral health benefit for modern, people-first employers. Suicidal crisis or emotional distress – For immediate help for you or someone else, call 1-800-273-8255. Available 24/7.