Customer Engagement Coordinator - Chicago, United States - HealthJoy

HealthJoy

Verified Company

Chicago, United States

4 days ago

Posted by:

Mark Lane

beBee recruiter

Description

Come for the mission

Stay for the experience:
Come for the mission. Stay for the experience.

Let's keep things simple:
we're a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you

Healthcare benefits are complex, underutilized and a mystery for most people. That's why it's our vision to remove the complexity from being healthy and well.

HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients' health and wellness strategies into a simple, unified digital experience.

This leads to healthier employees and a healthier bottom line.

With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.'s Fastest Growing Startups and Built In Chicago's Best Places to Work while growing globally to over 400 team members.

We're continuing down the path of high growth and high impact, and this role is a key member of the Customer Engagement Team making that happen.

Your impact
:

Provide toptier support to HealthJoy's customers from implementation to renewal, ensuring exceptional customer experience
Serve as a product expert, adept at guiding customers on optimal usage of HealthJoy's platform
Assist in enhancing customer experience through various support channels, including client marketing initiatives and technological support
Utilize Gainsight and other tools (SFDC, Zendesk, etc.) to document customer updates and research background information for efficient customer support
Maintain learning resources and knowledge base to improve support accuracy for SMB customers
Build consultative relationships with internal teams to ensure effective solutions provision and reduce assistance needs over time
Exude HealthJoy's values we are ONE team working toward the same goals
Champion the success of our customers, partners, and members their success is _our_ success
Ongoing client engagement_
Conduct calls with SMB customers regarding program best practices, ongoing issues, and escalations
Provide direct support to customers through various channels, resolving issues promptly and efficiently
Projectmanage internal tickets, triaging customer support needs effectively
Offer guidance to clients on maximizing value from HealthJoy products and document interactions in Gainsight
Have an eye in your client interactions toward opportunities to refer clients to the SAE org through the use of CSQL processes
Conduct member webinars for SMB customers and respond to inquiries promptly, escalating as necessary
Implementation and plan renewal_
Oversee multiple SMBclient implementations and renewals concurrently, maintaining highquality standards
Track and communicate progress with internal stakeholders, providing project support throughout the process
Gather necessary information and configure systems based on client requirements during implementations and renewals
Document and reproduce bugs for Engineering and Product teams to facilitate quicker resolutions
Ensure customers receive postlaunch marketing information and provide reactive support via designated channels

Your experience
:

13 years of work experience in a fastpaced, customerfacing role (experience in SaaS preferred), with a background in Benefits being advantageous
Strong attention to detail with a keen ability to track details and deadlines

- proven ability to work productively as part of a team, and build positive internal relationships both within your direct org / team and cross functionally

Strong time management skills with the ability to prioritize tasks across multiple customers, deadlines, and systems, utilizing CRM tools, while also demonstrating the capacity to work independently
Excellent written and verbal communication skills, with active participation in internal discussions
Genuine passion for creating a positive experience and bringing meaningful value to our customers
Strong active listening skills, demonstrated through the ability to ask insightful questions and a genuine curiosity to learn more
Proven ability to learn a new product suite at an expert level, in order to communicate with stakeholders (internal and external) regarding optimal product use and functions
Intermediate Excel knowledge or above required
Selfstarter mentality with a strong eagerness to learn and adapt to dynamic, fastpaced, and highgrowth environments
Familiarity with Zendesk or a similar customer support software

Total Rewards
:

Job Level: 10

Base Compensation Range for Job Level:
$55,000-65,000 Annually

The cash compensation above includes base salary only.

Certain roles are eligible for additional cash incentives such as commission, annual bonus targets, overtime pay or other variable incentives.

HealthJoy maintains a comprehensive strategy to determine rewarding and competitive packages for individual compensation for new hires, internal promotions and in