Client Success Specialist

Vitality Group International, Inc.; Chicago (IL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) match

Life & Disability insurance

PTO & Holidays

Parental leave

Wellness resources

Summer Fridays

Job summary

Vitality Group International, Inc. is seeking a proactive operations liaison to support steady state activities and serve as the primary contact for Strategic Partners.

You will collaborate across Vitality departments to drive improvements, implement process changes and enhance the member experience. Responsibilities include expert-level updates and reporting to partners, handling escalations, and maintaining up-to-date documentation.

Qualifications

• Experience using Salesforce and key operational support tools for ticketing and case management.
• Ability to interpret operational data and translate findings into actionable recommendations.
• Intermediate-to-advanced Microsoft Excel skills, including data analysis, pivot tables and data validation.

Responsibilities

• Support steady state operations and act as liaison between Vitality and Strategic Partners.
• Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other departments to improve efficiency and resolve items.
• Create and implement process changes to enhance member experience.
• Be the Vitality subject matter expert, providing updates and reporting to Strategic Partners.
• Stay informed of upcoming product enhancements and communicate changes to Customer Care.
• Manage operational questions and escalations related to Strategic Partners from internal and external stakeholders.
• Create tickets for tracking issues and guide servicing teams on known problems.
• Offer white glove servicing to high-touch or VIP members.
• Track escalations to ensure contractual guarantees are met and provide priority guidance.
• Maintain and update documentation to keep information current across the organization.
• Other duties as assigned.

Skills

Salesforce

Excel

Data analysis

Client relations

Vendor management

Tools

Ticketing systems

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 available across the organization is up to date and accurate
• Other duties as assigned

Salary: $55,000-75,000

Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.

• Experience using Salesforce and key operational support tools for ticketing, and case management
• Ability to interpret operational and servicing data and translate findings into actionable recommendations
• Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation.
• Experience working directly with external clients, strategic partners, vendors, or customer groups.

Desirable

• Experience working with strategic partners and vendor management
• Experience supporting health, wellness, and member engagement programs.

Medical, Dental and Vision
401(k) with company match
Company paid Life, AD&D Short and Long term disability insurance
Generous PTO, Holidays and Summer Fridays
100% paid parental leave
Wellness Resources