Strategic Partner Success Specialist (Remote)

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

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.