Sr. Customer Solutions Specialist

Sr. Customer Solutions Specialist – Clifton, NJ (HYBRID)

Monday to Friday, 8:00 AM to 5:00 PM

• Work collaboratively with Commercial Sales to coordinate activities that maximize client satisfaction.
• Provide personal contact to assigned new strategic accounts to ensure a flawless start-up experience.
• Proactively evaluate customer needs and requirements to create optimal service delivery options for assigned “at‑risk” customers who have serious concerns or challenges in doing business.

$86,550 - $155,850 / year. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well‑being programs
• Annual, no‑cost health assessment program Blueprint for Wellness®
• healthy
  
  MINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• Fin Fit financial coaching and services
• 401(k) pre‑tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy‑up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Partner with Commercial Sales as soon as the target customer has been identified. Learn from all parties involved what the value proposition is that has been presented to the customer, as well as their key needs, to ensure a seamless transition. Understand all aspects of the Customer from the Sales Director, Commercial Sales Representative, Connectivity, Billing, and Patient Service perspectives.
• Evaluate all information received and create a start‑up plan based on what is learned. The plan will include a key communication strategy, including leading regular calls during the client setup and launch process with other key leaders to ensure operational readiness.
• Develop a strong working relationship with all functional leaders and stakeholders involved through regularly scheduled meetings.
• Schedule and conduct initial training sessions for key customers. Conduct follow‑up or retraining sessions, if necessary.
• Be physically present prior to and during the customer’s critical “go live” time, which may be several days or several weeks, whatever the need assessment dictates. Travel can be as high as 40%.
• Set up and monitor accounts through the monitoring process. Review the outcome of monitoring daily during the first 45 days.

• Evaluate all information received and create a “risk‑repair” plan based on what is learned.
• Coordinate activities to maximize client satisfaction through a closed‑loop problem resolution process.
• Attend “At Risk” conference and Daily Ops Call as needed to report resolution of any events for the key customers involved.
• Analyze any chronic service failures and interact with a functional group to develop initiatives designed to improve service levels and prevent recurring defects.
• Review Client Problem Tracking module or other client problem reporting mechanism for at‑risk accounts and coordinate action(s) between functional groups to resolve At‑Risk issues in a timely manner.
• Review the root‑cause description and appropriateness of the functional group’s corrective action. Notify the functional group if the resolution is unclear, inadequate, or inappropriate, or if documentation is required. Work with a group to develop an effective action plan. Monitor implementation.
• Review the timeliness of the functional group’s response. Notify the functional group immediately if the turnaround time goal is exceeded.
• Visit or conduct conference calls with client accounts and at‑risk clients to ensure that the resulting resolution and follow‑up activity are satisfactory. Solicit and resolve other outstanding issues or concerns.
• In partnership with Commercial Sales,…