PBM Client Success Associate

ABOUT THE ROLE:

As a Client Success Associate, you provide operational team support behind the scenes of the client relationship, working through day-to-day account and service matters and owning those issues through resolution. The Client Success Associate acts as the liaison between the client-facing client success team and cross-functional internal teams, including but not limited to member support and pharmacy navigation. Excellent communication skills are required to understand our clients' needs and support long-lasting, mutually beneficial relationships with our key business stakeholders.

Client Success Associates support the client relationship through effective written and verbal correspondence, and strong listening and comprehension skills. Client Success Associates maintain a high level of client service by executing accuracy, responsiveness, reliability, and professionalism in every interaction, and demonstrate excellent service through resourcefulness and initiative. Responsibilities include managing the resolution status of routine to complex requests tied to our clients' business needs.

• Case tracking and resolution
  - Engage internal departments, tools, and client resources, including submitting data analytics tickets and pulling and interpreting reporting dashboards, to drive outstanding issues from open to resolution while providing routine updates to the client success team. Utilize the Client Success Platform to track and complete assigned tasks.
• Driving practical and creative solutions
  - Think critically about complex situations to find the best outcome for clients and members.
• Engaging