Support Relationship Associate

One Inc; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company in digital payments is seeking a Support Relationship Associate to ensure a seamless customer experience. This role involves establishing client relationships, managing case requests, and collaborating cross-functionally across various departments. The ideal candidate will possess strong relationship management skills and a bachelor's degree or relevant experience, making a significant impact on customer satisfaction and engagement.

Benefits

Medical, dental, and vision insurance

401(k) plan

Commitment to work/life balance

Qualifications

• Strong relationship management and communication skills are essential.
• Ability to translate business requirements to technical stakeholders.
• Experience in SaaS technology and cloud-based systems is beneficial.

Responsibilities

• Establish relationships with Client Key Stakeholders.
• Leverage reporting to monitor client health and prevent escalations.
• Communicate expectations regarding Case workflows and escalations.

Skills

Relationship Management

Communication

Problem Solving

Team Collaboration

SaaS Knowledge

Education

Bachelor’s degree or 1-3 years relevant experience

Tools

Salesforce

Jira

Job description

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Position Title: Support Relationship Associate
Department: Customer Experience
Reports To: Customer Experience Manager
Supervisory Responsibilities: NA
FLSA Status: Exempt
Job Type: Full-time)
Location:US Remote

Overview: The Support Relationship Associate is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients on demand when they have a specific need. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the Customer Experience, you will consistently advocate for client needs using the voice-of-customer.

Key Responsibilities:

• Establish relationships with Client Key Stakeholders and the Support/CX Sponsor.
• Understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
• Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations.
• Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
• Review Support trends and insights with each client as needed to help them understand that the overall customer experience is positive and to put things in perspective.
• Upon request, host a productive client-facing Case request alignment discussion to provide a ground level read out regarding the status and next steps for important requests.
• Actively partner with Case Managers and subject matter experts to expedite quality responses/updates and resolution for high impact situations, while expanding your knowledge to be even more effective at managing client expectations.
• Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.

Skills:

• Strong relationship management and communication, including presentations and storytelling.
• Ability to understand business requirements and translate those to functional and technical stakeholders.
• Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
• Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.
• Team player; works collaboratively with all departments to achieve desired results.
• Awareness of insurance industry and/or payment processing standards and trends.
• Working knowledge of SaaS technology and/or experience representing software products and services.
• Ability to travel up to 10% onsite to customer locations, conferences, or company events.
  
  

Education & Experience:

• Bachelor’s degree or 1-3 years relevant experience
• Insurance and/or payments experience preferred
  
  
• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Standard indoor office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.

Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Equal Opportunity Employer

Position Title: Support Relationship Associate
Department: Customer Experience
Reports To: Customer Experience Manager
Supervisory Responsibilities: NA
FLSA Status: Exempt
Job Type: Full-time)
Location:US Remote

Overview: The Support Relationship Associate is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients on demand when they have a specific need. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the Customer Experience, you will consistently advocate for client needs using the voice-of-customer.

Key Responsibilities:

• Establish relationships with Client Key Stakeholders and the Support/CX Sponsor.
• Understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
• Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations.
• Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
• Review Support trends and insights with each client as needed to help them understand that the overall customer experience is positive and to put things in perspective.
• Upon request, host a productive client-facing Case request alignment discussion to provide a ground level read out regarding the status and next steps for important requests.
• Actively partner with Case Managers and subject matter experts to expedite quality responses/updates and resolution for high impact situations, while expanding your knowledge to be even more effective at managing client expectations.

• Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.

Skills:

• Strong relationship management and communication, including presentations and storytelling.
• Ability to understand business requirements and translate those to functional and technical stakeholders.
• Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
• Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.
• Team player; works collaboratively with all departments to achieve desired results.
• Awareness of insurance industry and/or payment processing standards and trends.
• Working knowledge of SaaS technology and/or experience representing software products and services.
• Ability to travel up to 10% onsite to customer locations, conferences, or company events.
  
  

Education & Experience:

• Bachelor’s degree or 1-3 years relevant experience
• Insurance and/or payments experience preferred
  
  

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment:

Standard indoor office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.

Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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