Customer Engagement Coordinator - Other US Location, United States - HealthJoy

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 top-tier 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
• Project-manage 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 SMB-client implementations and renewals concurrently, maintaining high-quality 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 post-launch marketing information and provide reactive support via designated channels

Your experience.

• 1-3 years of work experience in a fast-paced, customer-facing 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
• Experience working with technical solutions in a customer-facing role, or demonstrated proficiency in guiding users through software applications
• You're a team player -- 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
• Effective and respectful communication skills across various mediums, including phone, email, and in-person interactions, with the capability to engage confidently with individuals at all organizational levels externally
• 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
• Self-starter mentality with a strong eagerness to learn and adapt to dynamic, fast-paced, and high-growth 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 internal job changes. This strategy is based on several factors unique to each individual, including: 1) the skills, experience and qualifications of the individual; 2) the responsibilities and demands of the role; 3) analysis of external market data; and 4) company budget and financial performance.

HealthJoy is a remote-first employer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

At HealthJoy, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each role and individual.

In addition to cash compensation, HealthJoy offers a rich "Total Rewards" package that includes:

• Medical, Dental and vision insurance packages
• HSA contribution match
• Stock options for eligible roles
• 401k match
• Paid parental leave
• Company sponsored Short Term and Long Term Disability coverage
• Flexible PTO

Commitment to Equal Pay.

At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive.

We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees.

We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work.

Additionally, we assess the external market and internal equity across like roles. As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races and ethnicities that are not explainable by objective factors such as performance, experience level, credentials, or location, and are committed to correcting any issues and reviewing practices from unintended outcomes.

Commitment to Equal Opportunity.

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.

Don't meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply — we'd love to hear from you. HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.