Client Success Specialist

at  Clarity Software Solutions

CLIENT SUCCESS SPECIALIST

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.

We Offer:

• Competitive compensation.
• A full benefits suite including Medical/Dental & Vision plans.
• 401k with company match.
• A supportive and growth-oriented culture

JOB SUMMARY:

The Client Success Specialist (CSS), under moderate supervision, works within a team and is responsible for a portfolio of Clarity clients. The CSS provides functional support to the portfolio of accounts with the main goal of supporting the team. The CSS assists clients with their day-to-day needs in the design, development, and delivery of member communications. As an individual contributor, strong analytical and critical thinking skills are required resulting in a high first contact resolution and excellent organizational skills with the ability to manage multiple tasks and priorities. The Client Success Specialist reports to the Client Success Tier Manager.

Essential Functions

• Monitor daily production to ensure client files are processed timely.
• Serve as a liaison between the client and the Art Department for new artwork requirements & requests.
• Responsible for client inventory reporting and working with Vendor Management when Quotes for reorders or new stock is required.
• Work with vendor management to resolve capacity manager and production errors.
• Aid colleagues and managers with regards to projects and coordination on new accounts.
• Effectively communicate significant software application changes to clients.
• Other duties as assigned by management.

Education Required

• BA/BS degree in Communications, Business Management, Technology or in a related field preferred or equivalent experience.

Knowledge & Experience

• 2+ years of experience in a client/customer facing and leadership role.
• Exemplary client service delivery approach.
• Ability to resolve problems, identify service delivery trends, and potential system improvements.
• Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation.
• Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
• Experience in gathering and accurately interpreting a myriad of customer information.
• Experience in industry standard querying tools (SQL) preferred.
• Previous experience working for or with healthcare payers preferred.
• Strong interpersonal skills and a customer-centered mindset.
• Strong organizational and time management abilities.

Personal Attributes

• Holds self and others to exemplary standards through personal and professional accountability.
• Exudes a collaborative style with internal teams and external clients.
• Strong interpersonal skills to interface effectively with clients and teams.
• Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
• Functions well in a fast-paced environment.
• Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
• Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
• Enjoys working in a matrixed, team-based culture in support of client deliverables.
• Aptitude to quickly learn and multi-task.
• Outstanding telephone and email etiquette with excellent oral and written communication skills.

Physical Demands

• Must be able to operate a computer and other office products (i.e., a computer printer).
• Must be able to frequently communicate via varied communication apps and methods.

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• Monitor daily production to ensure client files are processed timely.
• Serve as a liaison between the client and the Art Department for new artwork requirements & requests.
• Responsible for client inventory reporting and working with Vendor Management when Quotes for reorders or new stock is required.
• Work with vendor management to resolve capacity manager and production errors.
• Aid colleagues and managers with regards to projects and coordination on new accounts.
• Effectively communicate significant software application changes to clients.
• Other duties as assigned by management