Specialty Pharmacy - Client Success Analyst

About the Job

Loopback Health is hiring a Client Services Analyst to be the main point of contact between Loopback Health and our Health System clients. This role will have responsibility for understanding client challenges, goals, and how the Loopback Platform helps clients achieve those goals.

The Client Services Analyst will provide a link between data integration, the analytics pipeline, and client management. They will serve as a point of continuity across the maturation of the client relationship, including the end of the sales cycle, the software implementation process, product go-live, and ongoing client engagement thereafter.

• Operate as the lead point of contact for all matters specific to the assigned client base
• Direct clients in best practices and recommended usage of new software features
• Maintain a healthy client portfolio by engaging with clients, driving client return on investment, and continually nurturing the relationship of Loopback with its client base
• Clearly communicate the progress of monthly/quarterly initiatives to both clients and management
• Monitor and evaluate the user interface, workflow, and provide suggestions for future product enhancements based on client feedback
• Troubleshoot any client problems, identify the root cause of the problem, and use tools and resources appropriately to resolve or elevate the problem
• Validate report changes to ensure minimal client disruption when releasing new reports
• Write and maintain client-specific logic to tag populations of interest, improving client navigation of the platform
• Prioritize and escalates support incidents and requests based on business impact and documented guidelines
• Identify and cultivate opportunities and collaborate with the sales team to ensure continual growth and success

Technical

Experience:

• Skills in Microsoft Excel, PowerPoint, and Word
• Experience working in a health system specialty pharmacy
• Experience with Microsoft PowerBI
• Experience managing the implementation, optimization, utilization, and maintenance of large data sets

• Experience with SQL and ability to write advanced formulas in data management languages
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field

• Strong independent worker/self-starter with ability to work individually, while simultaneously contributing in a team environment
• Passionate and decisive customer service-oriented person
• Ability to work with aggressive schedules and deadlines
• Experience managing clients or customers

Travel expectation less than 5%

This employer will not sponsor applicants for employment visa status (e.g., H1-B) for this position. All applicants must be currently authorized to work in the United States on a full-time basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.