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Summary:
Spring Health is revolutionizing mental healthcare by removing barriers to access. The Customer Success Associate supports Strategic Account Managers to ensure customer satisfaction and success, collaborating across teams to deliver exceptional service and meet customer KPIs.
Responsibilities:
- Act as a support resource and secondary point of contact for assigned customers, working closely with Strategic Account Managers (SAM) to ensure seamless service delivery.
- Collaborate with cross-functional teams to resolve customer issues and ensure a seamless customer experience.
- Participate actively in customer meetings under the direction of SAM, coordinating, supporting, and addressing customer needs and concerns.
- Assist in the creation and maintenance of project documents and ticket entries, ensuring adherence to client deadlines and providing regular updates to SAM and customers.
- Maintain accurate customer information in Spring Health Admin, including detailed notes and auditing to ensure precise setup.
- Investigate and resolve member issues, collaborating with SAM on resolution steps and providing comprehensive details.
- Track and maintain all cross-functional department asks (e.g., reporting, marketing, invoicing, product/engineering, and clinical support requirements) meticulously, ensuring timely delivery to SAM for action.
- Compile Quarterly Business Review (QBR) slide decks by extracting data from Looker and other relevant sources, providing insights into customer performance.
- Coordinate the preparation and distribution of member marketing materials, including organizing customer events and attending Spring 101 sessions.
- Foster collaboration across departments, including product, operations, data science, and marketing, to ensure a holistic approach to customer success.
- Manage open tickets efficiently, ensuring deadlines are met and contributing to reporting updates and enhancements to drive overall team success.
Requirements:
- 2+ years of experience in customer-facing roles, preferably in a B2B environment.
- Proven experience presenting information to customers and adeptness at receiving and implementing feedback.
- Bachelor’s degree or equivalent work experience.
- Exceptional organizational, presentation, and communication skills, both verbal and written.
- Ability to adapt quickly to change, respond promptly to issues, and devise creative solutions.
- Self-motivated, team-oriented individual with a strong desire to excel in a dynamic startup environment.
- Commitment to continuous personal and professional growth.
- Technical proficiency with tools and responsibilities such as SFTP, ticketing systems, project management, and data entry.
- Proficient use of Google Suite with a keen interest in adopting and leveraging other software platforms to enhance customer success initiatives.
Benefits:
- Health, Dental, and Vision benefits starting on the first day of employment.
- Access to One Medical accounts for employees and dependents.
- HSA and FSA plans available, with Spring contributing up to $1K for HSAs, depending on the plan type.
- Employer-sponsored 401(k) match of up to 2% for retirement planning.
- Yearly allotment of no-cost visits to Spring Health’s network of therapists, coaches, and medication management providers for employees and dependents.
- Competitive paid time off policies, including vacation, sick leave, and company holidays.
- Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months of tenure.
- Access to Noom, a weight management program tailored to individual needs and goals.
- Access to fertility care support through Carrot, with $4,000 reimbursement for related fertility expenses.
- Access to Wellhub for fitness, mindfulness, nutrition, and sleep resources.
- Access to BrightHorizons for sponsored child care, back-up care, and elder care.
- Up to $1,000 Professional Development Reimbursement per year.
- $200 per year donation matching to support favorite causes.
