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Senior Specialist, Customer Success

US - Remote

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

  • Put people first, and make decisions with the Member’s best interests in mind 
  • Are active learners, constantly looking to improve and grow 
  • Are driven by our mission to measurably improve health and care each day 
  • Bring the energy needed to transform health and care, and move and adapt rapidly 
  • Are laser focused on delivering results for Members, and proactively problem solving to get there 

The Senior Specialist, Customer Success is accountable to all responsibilities of a Customer Success specialist, but is able to lead and own numerous customer commitments to ensure customer health. The Senior Specialist is representative within Accolade of the needs of the broader Customer Success organization and will co-own overall customer satisfaction. The Senior Specialist will develop strong relationships within Accolade and utilize cross-functional support when necessary.   

A day in the life… 

  • Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade. 
  • In conjunction with manager, build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners. 
  • Partner with Accolade teams to represent the voice of the customer and ensure we’re delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services. 
  • Act as point of contact internally and externally for operational issues impacting our ability to support our customers and follow through to resolution, escalate as appropriate, and educate the customer on standard operational processes. 
  • Gather requirements, prepare, manage, QA, and deliver customer reports (monthly, quarterly, ad hoc). Identify suggestions or recommendations internally and externally on trends, opportunities, and value being created by Accolade.
    • Escalate trends internally if/when necessary
    • Work with account lead to refine customer messaging
    • Serve as subject matter expert on data and reporting tools
  • Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.  
  • Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training “refreshers”.  
  • Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market. 
  • Effectively navigate internal systems and processes to obtain data (e.g., QlikSense, AWS). 
  • Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce or similar systems/programs (e.g., Zendesk and Sharepoint). 
  • Introduce and provide continuous support for customers on Accolade specific systems/programs (e.g., Zendesk) 
  • Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.  
  • Represent Customer Success in internal initiatives to develop product that will impact current and future customers, increase member engagement, and member and employer satisfaction (e.g., Product Workshops – AIQ redesign).
  • Lead initiatives to protect customer health, including identification of gaps in processes, support action planning to create new or revise current processes.
  • Document Customer Success processes to ensure standardization across all customers.
  • Function as subject matter expert on Customer Success processes for the purpose of onboarding, training, and process redesign. 
  • Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends. 

What we are looking for…  

  • Bachelor’s degree 
  • 3-5 years relevant professional experience 
  • Prior Accolade experience preferred  
  • Strong analytical skills 
  • Experience in process improvement orientation 
  • Excellent communication and influence skills 
  • Willingness and ability to delve into business problems and do whatever it takes to make us better 
  • Exceptional attention to detail and follow-through 
  • Experience managing projects and driving to completion  
  • Ability to juggle multiple customer deliverables on multiple timelines  
  • Manage to customer expectations, while balancing organizational capabilities  
  • Willingness to travel for customer events and represent Accolade in the market  

As a remote position, the salary range for this role is:

$70,000 - $90,000 USD

Total Rewards 

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.  

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.  

Our benefits and perks programs include, but are not limited to:  

  • Competitive medical, dental, and vision coverage  
  • Competitive 401(k) Plan with a generous company match  
  • Flexible Time Off/Paid Time Off, 12 paid holidays  
  • Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance 
  • Mental Health and Wellness benefits  

Location  

You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.  

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!  

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences. 

 

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