Senior Associate, Client Success

The role

You will support the SMB segment by managing client relationships and serving as the face of Maven for employer needs. You will deliver responses to inbound requests, perform utilization reviews, and bring client insights to internal product and marketing teams.

What you will do

• Manage a high-volume book of Small and Medium size Businesses
• Deliver quick follow up to inbound client questions
• Serve as the face of Maven for ongoing relationship management
• Bring client insights to enhance product development and program marketing
• Maintain client engagement, satisfaction and loyalty
• Manage client issues and escalations
• Collaborate with partner teams such as member support, operations, analytics, product, and sales
• Collaborate with channel contacts to build a strategic support model
• Collaborate with health plan client executives and internal sales team
• Convert clients into Maven advocates for references, case studies, and blogs

Required qualifications

• 2+ years experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
• Ability to prioritize and manage multiple tasks
• Strong track record of high client satisfaction ratings and proven renewal success
• Strong verbal, written, and presentation skills
• Ability to communicate clearly and influence internal and external stakeholders
• Strong interpersonal skills to develop and grow relationships with clients
• Experience in working with the full lifecycle of customer success post sales
• Attention to detail and high degree of accuracy in task management and follow-up
• Ability to identify systematic issues and bring them to cross-functional teams

Nice to have

• Experience using tools including Salesforce, Looker (or other data visualization tools)
• Experience with channel partners
• Background in a healthcare-related field
• Background in communications or digital marketing

Benefits

• Access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend
• Access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

Before you apply

• Requires active work authorization in the US

About the company

Maven Clinic is the world's largest virtual clinic for women and families. The company partners with employers and health plans to provide end-to-end women's and family health programs.