Client Success Specialist

Vitality Group; Chicago, Northern (IL, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Life & Disability insurance

PTO & holidays

Parental leave

Wellness resources

Job summary

Vitality Group is seeking a Client Relations & Operations Liaison to support steady state operations and act as the primary contact with Strategic Partners in a hybrid environment.

You will collaborate across Vitality departments to drive efficiency, implement process changes, interpret service data, and provide insights to partners. Responsibilities include handling escalations, maintaining documentation, and delivering high-touch servicing to VIP members.

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.

Responsibilities

• Serve as liaison between Vitality and Strategic Partners; be the primary contact and maintain positive relationships.
• Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other departments to drive continuous improvement and resolve items.
• Create and implement process changes to enhance member experience.
• Be the Vitality subject matter expert; provide updates, insights, and reporting to Strategic Partners.
• Stay informed of upcoming product enhancements; provide servicing insights and recommendations; communicate changes to Customer Care.
• Manage operational questions and escalations related to Strategic Partners from internal and external stakeholders.
• Communicate issues to appropriate stakeholders; create tickets and guide servicing teams on known issues.
• Offer white glove servicing to high-touch or VIP members.
• Track and ensure rapid response on escalated items; guide on priority to meet PGs and contractual guarantees.
• Maintain and create documentation to keep information up to date across the organization.
• Other duties as assigned

Skills

Salesforce

Data analysis

Pivot tables

Excel

Client relations

Tools

Salesforce

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