Client Success Associate

Carrum Health•,

4h•Remote

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 90% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for a Client Success Associate to help us execute operationally. The Client Success Associate will play a critical role in our ability to support and maintain our growing book of business. Reporting to the CS Operations Manager, you will own key operational activities and be crucial in helping to manage the client lifecycle for Carrum’s enterprise clients. This is a tremendous growth opportunity for someone looking to be challenged on a daily basis, learn from an experienced team, and build a career in Client Success.

Requirements

1-2+ years of experience in Client Success/account management, consulting and/or professional services (healthcare industry experience highly desirable)
Highly detail-oriented, extremely organized and results-driven; exceptional at creating process and structure
Strong operational and reporting prowess
Excellent collaboration and time management skills
Effective communication skills: the ability to be direct, logical and succinct
Experience meeting deadlines, keeping many balls in the air and prioritizing work in a fast-paced, dynamic environment
Entrepreneurial spirit; ability to solve problems creatively and strategically
Experience working in fast-paced, dynamic, rapidly growing, early-stage environments
Have a laser client focus and a take pride in being accountable and proactive
Burning passion about Carrum Health’s mission to make healthcare more affordable and consumer-centric

Responsibilities

Be responsible for supporting Client Success Managers to deliver the highest level of service to our clients throughout the entire client lifecycle
Create reporting deliverables to help support and validate our client’s engagement results
Build annual business reviews for clients to summarize results and ROI
Configure and update client records in Carrum’s Patient Care App
Support the implementation process for new clients by creating and maintaining documentation deliverables
Update Client Success trackers, tools, and resources
Respond to and resolve operational requests from clients
Work closely with the Member Marketing team to QA monthly/quarterly campaigns and own events such as webinars or in-person benefit fairs
Collaborate cross-functionally with Carrum’s Sales, Patient Care, and Technology teams
Serve as a Carrum representative for various virtual events including webinars, summits, and informational sessions
Travel onsite to client locations to support Open Enrollment events (5% travel)