Client Support Analyst
Evive was founded by two people who wanted to challenge the status quo...and did. More than 10 years later, that spirit still defines our culture. Every day, our people work together to change how the world uses benefits. Are you one of us? Evive people are game-changers. The work we do is redefining how people experience benefits, with SaaS-based services that help people to improve their lives and Fortune 1000 enterprises to optimize their investments. Above all, we're in this together, bringing the love.
The Client Support Analyst works collaboratively within the Client Delivery Team and closely with Client Relationship Managers to ensure that all clients are very satisfied with the value and services they receive from Evive, and that we deliver on our promises, exceed client expectations, and maximize retention.
This role requires excellent project management skills as well as advanced communication skills to engage with clients to understand their business requirements, provide guidance on process options, and development of user documentation. Team members are expected to actively provide feedback to improve support processes and application functionality.
Responsibilities:
- Support client delivery team in meeting client expectations and goals while executing client communication and benefit hub strategies.
- Be an Evive expert on your assigned client benefit plans, coverage, account structures, and programs.
- Attend client meetings to document project tasks, decisions and business requirements.
- Communicate timely and effectively with clients regarding program and project timelines and deliverables.
- Monthly reporting for clients via dashboard to include site usage stats, incentive program and other MyEvive features.
- Create reporting templates for each individual digital client based on their goals to tell value stories and how MyEvive makes an impact to their population and meets their goals.
- Complete quarterly preventive and chronic adherence analysis for clients receiving gaps-in-care messaging.
- Track PG metrics monthly and share quarterly results with CDM/CRM to improve strategy.
- Collaborate, coordinate, and escalate client issues by acting as a client advocate while working with all departments.
- Manage internal development and UAT process with client and development teams to ensure timely releases.
- Communicate errors and improvements to development organization and participate in testing client features, configuration and content.
- Coordinate data exchange and collateral review/approval details with client contacts and their data partners to ensure timely launch of programs and projects.
Qualifications:
- Bachelor’s degree in Health Systems Management, Business, Computer Science, or similar field, or equivalent work experience.
- Intermediate to Excellent Microsoft Office (Word, Excel, PowerPoint), presentation and reporting skills.
- One year of project management experience; PMP certification preferred.
- Experience with digital product content implementation and coordination within a tech organization preferred.
- Able to travel up to 20% per month with some overnight travel required.
- Excellent interpersonal, written, and verbal communication skills.
- Passion for excellence and willing to go the extra mile to be a great team member with both internal and external teams.
- Thrive in a fast-paced and ever-changing environment with the ability to manage many details of several projects at the same time.
- A self-starter who, is extremely organized and excels at problem-solving.
Perks:
- Laid-back office, casual attire
- Competitive salaries
- Annual bonus pay
- Employer-paid medical insurance
- Subsidized vision, dental, and short-term disability insurance
- Voluntary life and AD&D insurance
- Student loan assistance program
- Employee assistance program
- Paid Time Off
- Pre-tax commuter benefit
- 401(k) with up to 4% company match
- Walk station desks: walk and work!
- Company-sponsored book club
- Weekly catered lunch on Thursdays
- Stocked kitchen with drinks, fruit, and snacks
- Strong culture - we work hard and play hard. And we watch Jeopardy! every day!