Client Management Associate
About The Position
Modern Health is a mental health benefits platform for employers, offering a comprehensive solution for emotional, professional, social, financial, and physical well-being. As a fast-growing, entirely female-founded company that has achieved Unicorn status, Modern Health is backed by prominent investors and recognized for its innovation. The company fosters a unique culture centered around high empathy and high accountability, with a drive to win, transparency, and a bias towards action. Modern Health operates as a fully remote workforce and is committed to an inclusive and diverse culture. This role is part of the SMB Client Management team, focusing on supporting customers through scalable channels and enhancing self-serve experiences.
Requirements
- 2+ years in a support agent or similar client support role at a technology or healthcare company
- East Coast based (Eastern Time)
- Experience working with cross-functional groups and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc.
- Excitement for building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement
- Demonstrated ability to operate autonomously in a fast-paced environment, taking initiative with a strong sense of urgency.
- Strong interpersonal, relationship-building, and listening skills
Nice To Haves
- Experience using help desk software and remote support tools
- Previous HR, benefits or healthcare experience
Responsibilities
- Provide frontline client support via Zendesk: respond to client questions and requests, triage and escalate as needed, leverage and improve macros/knowledge base content, and surface patterns and insights to drive timely, accurate resolutions.
- Partner closely with the Rev Ops Associate to maintain, monitor, and enhance automated client journey programs that enable clients to self-serve.
- Monitor customer health using data-driven metrics to identify and escalate risk, and uncover opportunities within accounts.
- Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive successful adoption of Modern Health.
- Manage escalations and complex client needs with patience, professionalism, and clear communication.
- Organize and lead client product demos for members to drive understanding and engagement.
- Support the SMB Client Manager by preparing data, insights, and materials for client conversations and strategic reviews.
Benefits
- Medical / Dental / Vision / Disability / Life Insurance
- High Deductible Health Plan with Health Savings Account (HSA) option
- Flexible Spending Account (FSA)
- Access to coaches and therapists through Modern Health's platform
- Generous Time Off
- Company-wide Collective Pause Days
- Parental Leave Policy
- Family Forming Benefit through Carrot
- Family Assistance Benefit through UrbanSitter
- Professional Development Stipend
- 401k
- Financial Planning Benefit through Origin
- Annual Wellness Stipend
- New Hire Stipend
- ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
- Monthly Cell Phone Reimbursement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
