Modern Health - Client Management Associate
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Requirements
• 2+ years in a support agent or similar client support role at a technology or healthcare company • East Coast based (Eastern Time) • Experience working with cross-functional groups and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc. • Excitement for building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement • Demonstrated ability to operate autonomously in a fast-paced environment, taking initiative with a strong sense of urgency. • Strong interpersonal, relationship-building, and listening skills • Experience using help desk software and remote support tools • Previous HR, benefits or healthcare experience
Responsibilities
• Provide frontline client support via Zendesk: respond to client questions and requests, triage and escalate as needed, leverage and improve macros/knowledge base content, and surface patterns and insights to drive timely, accurate resolutions. • Partner closely with the Rev Ops Associate to maintain, monitor, and enhance automated client journey programs that enable clients to self-serve. • Monitor customer health using data-driven metrics to identify and escalate risk, and uncover opportunities within accounts. • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive successful adoption of Modern Health. • Manage escalations and complex client needs with patience, professionalism, and clear communication. • Organize and lead client product demos for members to drive understanding and engagement. • Support the SMB Client Manager by preparing data, insights, and materials for client conversations and strategic reviews.
Benefits
• Medical / Dental / Vision / Disability / Life Insurance • High Deductible Health Plan with Health Savings Account (HSA) option • Flexible Spending Account (FSA) • Access to coaches and therapists through Modern Health's platform • Generous Time Off • Company-wide Collective Pause Days • Family Support: • Parental Leave Policy • Family Forming Benefit through Carrot • Family Assistance Benefit through UrbanSitter • Professional Development: • Professional Development Stipend • Financial Wellness: • Financial Planning Benefit through Origin • But wait there’s more…! • Annual Wellness Stipend to use on items that promote your overall well being • New Hire Stipend to help cover work-from-home setup costs • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more • Monthly Cell Phone Reimbursement • Equal Pay for Equal Work Act Information • Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role. • Zone 1: San Francisco Bay Area and New York City Metro • Zone 2: All other California locations and Seattle, WA • Zone 3: All other New York locations, All other Washington locations, Washington DC, Austin,TX, CT, IL, MA, NH, NJ, OR, RI, VT • Zone 4: All other Texas locations, AL, AK, AZ, AR, CO, DE, FL, GA, HI, ID, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, PA, SC, SD, TN, UT, VA, WV, WI, WY • Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information. • Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. • $70,400—$88,000 USD • $63,360—$79,200 USD • $63,360—$79,200 USD • $56,320—$70,400 USD • Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.
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