Associate Client Services Specialist

Bachelor's degree with 1+ year of equivalent practical experience in a support or operations-related role preferred 4+ years of demonstrated proficiency or equivalent practical experience in a support or operations-related role Proficient in Excel operations (data sorting, filtering, reformatting, validation) Familiarity with Zendesk (or similar CRM), Salesforce, and Google Suite Proven experience in customer implementation and/or project management within a B2B environment Prior exposure to rapidly evolving organizations Background in healthcare industry operations and safeguarding PHI

Configure Omada systems and monitor readiness for customer onboarding/offboarding deadlines Manage reporting requests lifecycle, providing updates to CSMs, customers, and vendors Generate reporting using existing data and act as the primary contact for additional reporting requests Oversee creation and management of reporting portal access for customers Investigate, triage, and resolve cases from external customers and internal stakeholders Resolve complex client problems and disputes professionally Identify and resolve documentation and workflow gaps and inefficiencies Develop and oversee implementation of Client Services protocols Maintain accurate records of customer interactions for training Track operational metrics and assess KPI achievement Support preparation and delivery of Quarterly Team Updates Manage special projects to enhance Client Services protocols and customer experience