Client Success Associate

Maven is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven’s award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital.   An award-winning culture working towards an important mission –  Maven Clinic is a recipient of over 30 workplace and innovation awards, including:  TIME 100 Most Influential Companies (2023) CNBC Disruptor 50 List (2022, 2023)  Fast Company Most Innovative Companies (2020, 2023) Built In Best Places to Work (2023) Fortune Best Workplaces NY (2020, 2021, 2022, 2023) Great Place to Work certified (2020, 2021, 2022, 2023) Fast Company Best Workplaces for Innovators (2022) Built In LGBTQIA+ Advocacy Award (2022) Maven is looking for a high energy, passionate, detailed-oriented and experienced Associate to join our Client Success Team. The Associate will play a critical role in supporting Maven’s rapidly growing, high-volume Small and Medium-Sized Business (SMB) segment with a high level of responsibility and visibility across the team. You will support the Client Success SMB team as part of a group triage team, to support rapid response and support on client questions, reporting needs, and post-launch account requirements for a pooled group of SMB clients. As Client Success Senior Associate at Maven, you will:  Ensure that all inbound SMB client communications to our pooled support inbox are handled in a timely, consistent and professional manner Utilize Salesforce Cases system for triage, communication and resolution workflows; partner closely with other team triage colleagues to ensure high level of accountability and limit redundancy in addressing client tickets Use internal knowledge base to solve tickets and identify resources to support appropriate client response Follow escalation protocols correctly to ensure tickets are routed to the right teams for support and/or that you seek additional support to respond to clients appropriately; help to support and maintain these documented protocols and identify opportunities for process improvement where needed Lead bi-annual client reporting review and support follow-up to clients through professional written communication and/or live client conversations, when appropriate, to address questions and issues Support any client renewals and upsells from inception to signature.   Help to maintain happy and healthy business relationships with our SMB clients; capture and own SMB client issues to ensure customer success and loyalty Work closely with broader Client Success team members in a collaborative team environment to increase efficiencies across our book of business. Suggest improvements to training materials and knowledge base when undocumented issues arise, and also help to guide the onboarding and training of future Associate hires Identify systematic issues based on your experience working directly with clients and bring to appropriate cross-functional teams to identify and solve with process improvements We’re looking for you to bring:   2-4 years of experience in client success, account management, project management and/or operations Passion for healthcare, telehealth, and/or start ups Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders Strong writing skills including ability to craft and send thoughtful and professional client-facing emails to respond to questions/inquiries Ability to prioritize and manage multiple tasks Attention to detail and high degree of accuracy in task management and follow-through Helpful experiences and skills (if you don’t have them, you can learn them with us!):  Experience using tools including Salesforce, Asana, Slack, Looker (or other data visualization tools) Project management, attention to detail, and CRM data entry hygiene experience High Volume Client Support Experience Background in a healthcare-related field Background in account management For candidates in NYC, CO, or CA, the base salary range for this role is $72,000-$85,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. This role is only open to candidates in the NYC-metropolitan area and will require you to be in-office for 3 days each week (Tuesday, Wednesday, Thursday). While flexibility will always be core to Maven’s policies, we also believe in the power of in-person connection. Our hybrid work policy was created with both principles in mind. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.   Benefits & Perks:  We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:  Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics. Whole-self care through wellness partnerships Weekly breakfast, lunch, and get-togethers  16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months) Udemy, annual professional development stipend, and access to a personal career coach through Maven  401K matching for US-based employees (immediately vesting) These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.  Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.com . For general and additional inquiries, please contact us at  careers@mavenclinic.com .