Senior Associate, Client Success

Title: Senior Associate, Client Success Location: New York, NY; Remote, US (Hub cities)

Maven is looking for a high-energy, passionate, and detail-oriented Senior Associate to join our Client Success Team. As part of Maven’s Client Resources Team, you will play a critical role in supporting Maven’s rapidly growing SMB segment, a high-volume book of business with a high level of responsibility and visibility across the organization. You will partner with employers who come to Maven through our Channel partnerships or Direct, serving as the face of Maven for their ongoing needs by delivering thoughtful, speedy responses to inbound client requests, supporting engagement goals, performing utilization reviews, discussing communications strategies, and building relationships that turn satisfied clients into long-term advocates. You will also serve as the voice of the client internally, bringing insights that shape our product and program marketing.

As a Senior Client Success Associate at Maven, you will: 

• Serve as a member of the account team which manages our high-volume book of Small and Medium size Businesses (SMB)
• Partner with your peers to deliver quick follow up to inbound questions, providing comprehensive, thoughtful, and speedy insights to our clients
• Be the face of Maven for all client-related needs for ongoing relationship management and serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Help maintain happy and healthy business relationships with clients and channel partners; capture and own client issues to ensure customer success and loyalty
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Manage client issues and escalations, collaborate with partner teams such as member support, operations, analytics, product, and sales as required
• Collaborate with channel contacts to build a strategic support model, leveraging Maven and channel partner expertise to forge a stronger client experience
• Collaborate with health plan client executives and Maven internal sales team, to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
• Own communications to meet mutually agreed upon goals, including but not limited to external client meetings and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc.

We’re looking for you to bring:

• 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; must be able to develop and grow relationships with clients
• Experience in working with the full lifecycle of customer success post sales (driving adoption, trainings/webinars, upsells, and account management)
• Ability to prioritize and manage multiple tasks
• Attention to detail and high degree of accuracy in task management and follow-up
• Ability to identify systematic issues based on your experience working directly with clients and bring to appropriate cross-functional teams to identify and solve with process improvements

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

• Experience using tools including Salesforce, Looker (or other data visualization tools); attention to detail and CRM data entry hygiene

Experience with channel partners is preferred

• Background in a healthcare-related field
• Background in communications or digital marketing

The base salary range for this role is $85,000 - 95,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

New York, NY; Remote, US (Hub cities) Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and  Seattle, WA.  For those based in NewYork, San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.
Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days.

This role requires active work authorization in the US.