Client Success - Senior Associate

Maven is seeking a detail-oriented Associate to join their Client Success Team. This role will involve supporting Maven's rapidly growing channel segment, with responsibilities including managing implementations, client requests, performance goal management, reporting, and ongoing relationship management. The Associate will also serve as a support member for larger, strategic and complex accounts, facilitating coordination of client activities and maintaining positive business relationships. Additionally, the Associate will be responsible for conducting product overview trainings, managing account reporting, and assisting with project management and identifying solutions for team efficiency. The ideal candidate will have 2-4 years of experience in client success, account management, project management, or operations, and a passion for healthcare and start-ups. Strong interpersonal, communication, and writing skills are required.

Serve as a support member of the account team for larger, strategic and complex accounts that are contracted through our channel partnerships

Manage a book of business of employers

Facilitate day-to-day cross-functional coordination of client activities, including but not limited to eligibility verification, meeting coordination, client marketing requests, and business operation deliverables

Help to maintain happy and healthy business relationships with clients and channel partners; capture and own client issues to ensure customer success and loyalty

Fully understand Maven platform and lead product overview trainings to various client stakeholders, as needed

Manage monthly and quarterly account reporting, ensuring accuracy of data and working with Client Success leads to develop data-driven strategic insights

Assist in project managing for upsells and contract amendments

Help identify common strategic team roadblocks and propose solutions for better team efficiency

Track and organize best-in-class client materials and templates produced and share with broader Client Success department

• 2-4 years of experience in client success, account management, project management, and/or operations
• Passion for healthcare, telehealth, and/or start-ups
• Strong interpersonal and verbal, written, and presentation skills
• Ability to communicate clearly and persuade, and influence internal and external stakeholders
• Strong writing skills, including the ability to craft and send thoughtful and professional client-facing emails
• Ability to prioritize and manage multiple tasks
• Attention to detail and high degree of accuracy in task management and follow-through
• Ability to identify systematic issues based on experience working directly with clients and bring them to appropriate cross-functional teams for process improvements
• Experience using tools including Salesforce, Looker (or other data visualization tools)
• Project management experience
• Background in a healthcare-related field
• Background in communications or marketing

• Access to the full platform and specialists for mental health, reproductive health, family planning, and pediatrics
• Employer-covered health, dental, and insurance plan options
• Generous PTO
• Whole-self care through wellness partnerships
• Weekly breakfast, lunch, and get-togethers
• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months new parent stipend (for Mavens who've been with us at least six months)
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 401K matching for US-based employees (immediately vesting)