V
Posted 1w ago•Chicago, Illinois, United States
Client Success Specialist
MiddleOn-site (Chicago)Salary undisclosed
Job Description
- Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact and maintaining positive relationships with Strategic Partner counterparts
- Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items
- Create and implement appropriate process changes to enhance member experience
- Be the Vitality subject matter expert, providing Strategic Partners with updates, insights, and reporting relevant to the steady state programs
- Stay informed of upcoming product enhancements relevant to Strategic Partners, provide servicing insights and recommendations, and communicate changes back to Customer Care
- Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders
- Communicate issues and/or concerns that may arise within Operations to the appropriate stakeholders. This includes creating tickets for tracking and providing guidance to servicing teams on known issues.
- Offer white glove servicing as needed to high-touch or VIP members
- Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed to ensure PGs and other contractual guarantees are met
- Maintain and create documentation to ensure that information
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