Client Success Associate

About Us

Simply put, we believe in the power of sleep.

As sleep health champions, we want more and more people to wake up to a brighter day every day. And, we are making daily progress, as we help more organizations see sleep as transformational and a foundational pillar of health. We strive to give more access to the technology and care they need to lead fuller lives.

Our depth of knowledge in the science of sleep gives us a unique perspective on sleep as a critical intervention strategy in chronic disease. We help people see the right problem and the right way forward, elevating not just our solutions but also advancing the field of sleep medicine.

Our vision is to work with our partners — employers, health systems, health plans, government agencies, provider groups and others committed to transforming care — to expand sleep health care to where it is needed, so it can take its rightful place in the healthcare ecosystem.

About the role

The Client Success Associate is an integral position within Client Success which performs a wide range of sales support, data analytics, operations, and client communications activities and projects to facilitate operational excellence and revenue generation in client accounts. This role provides operational, project, and tactical support to assigned Client Success Lead(s) / Director(s) to achieve client objectives.

What you'll do

• Conduct data gathering, data analysis and prepare client reporting for assigned clients, to include daily/weekly compliance management reports, weekly/monthly engagement and enrollment reports, quarterly dashboards, client program reviews. 
• Prepare ad hoc client reports in support of assigned clients and Client Success team, and as directed. 
• Project manage and deploy communication, education and engagement initiatives in assigned accounts. 
• Collect and report testimonials in support of client account reviews.
• Support the completion of operational components for new client implementations, including but not limited to Nox Cloud tenant configuration, eligibility file requirements, best practices, operational and reporting requirements, scheduling, billing detail.
• Conduct demonstrations and training on SleepCharge services / participant journey with client resources, health partners, Nox Health internal teams, as requested / appropriate. 
• Responsible for responding to / resolving client escalations and Care Ops Account Cases, as appropriate. 
• Facilitate cross-functional process improvement opportunities to meet/exceed client expectations and enhance internal efficiencies. 
• Act as liaison between assigned accounts and Nox Health marketing and communication, care operations and information technology, as requested, to communicate requirements, support client initiatives/activations, and for problem escalation / resolution. 
• Prepare content and process documentation, Standard Operating Procedures (SOPs), and workflow charts for Client Success, as assigned.
• Lead / participate in on-site activities for key clients (e.g., health fairs, visibility tables, biometrics screenings, lunch & learns) from pre-planning to completion with the objective of enhancing SleepCharge program engagement.

Qualifications

• Bachelor's degree in a related field of study, such as health care, health promotions, science, business; and/or 2 years related experience and/or training; or equivalent combination of education and experience.
• Experience in project coordination / management. 
• Demonstrated organizational, creative and project management skills. 
• Experience in problem solving, exercising sound judgment, maintaining confidentiality and the ability to interact professionally and effectively with co-workers, clients, and the general public. 
• Proficiency in computer applications including Google apps (Docs, Sheets, Slides, hangouts, etc.), Microsoft Office Suite, social media tools, virtual meeting tools (Zoom, WebEx, Microsoft Teams). Experience with or ability to quickly learn SalesForce, PowerBI, Confluence, Asana and Miro. 
• Ability to complete assignments and responsibilities accurately and in a timely manner, often with strict and/or conflicting deadlines. 
• Flexibility in and an understanding of business needs. 
• Demonstrated team player. 
• Industry knowledge / experience is highly desirable, i.e., either working in or with patients/clients in specific industries; in particular, for CSA, Transportation