Responsibilities
- Understand member outcomes, service expectations and experiences, by communicating with customers and members, running NPS and gathering other feedback through appropriate channels.
- Represent the voice of the customers and members internally. As the steward of the member relationship, work cross-functionally with Marketing, Sales, Clinical, Finance and Administration, Product, and Engineering to ensure consistent and strong customer and beneficiary messaging is embedded in Antara’s processes.
- Collaborate closely with team members to support renewals and explore expansion opportunities.
- Effectively plan and prioritize member activities and requests to manage customer and member issues/requests, following through in a timely manner, asking clarifying questions to determine the impact of issues, escalating any that may require intervention and recommending solutions.
- Develop and share best practices with our internal team to continually improve the quality, effectiveness, and efficiency of Antara’s processes and services.
- Serve as the primary contact for sensitization and onboarding of new members, training platform end users, as well as post-onboarding support ensuring strong adoption and ongoing engagement throughout the member and beneficiary’s lifetime
- Gauge members’ levels of engagement with the Company and provide feedback to internal teams regarding product and service improvements.
- Provide insights to members to ensure that they get the most out of the platform with the aim of helping grow our customer base.
- Perform any other duties as assigned.
Requirements
- 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Account Management, or related field.
- Possess strong telephone and verbal skills, with excellent written and presentation skills.
- Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
- Outstanding multiple task management skills across a varied set of responsibilities
- Confident, high energy, self-motivated and a true team player
- Experience working with senior and executive level customer contacts
- Demonstrated ability and desire to work and excel in a fast-paced environment
- Understanding of the Internet and helpdesk software with a desire to learn new technologies
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