Digital Client Success Associate

New York, New York, United States;
Remote

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award‑winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end‑to‑end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs.

Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, Step Stone Group, Icon Ventures, and Lux Capital.

To learn more about Maven, visit us at

• Serve as a member of the account team managing our book of Small and Medium size Businesses (SMB) through a pooled support inbox, as well as developing 1:many content that can be leveraged by all customer segments
• Develop deep product and internal process knowledge to help identify common roadblocks and propose solutions for better team efficiency
• Standardize and maintain CS team playbooks, templates and documentation to further enhance client experience while promoting and maintaining efficiencies
• Utilize Salesforce Cases system for triage, communication and resolution workflows; partner closely with peers other team triage colleagues to ensure high level of accountability and limit redundancy in addressing client questions and concerns
• Own day‑to‑day cross‑functional coordination of client activities, including but not limited to reporting requests, hosting client meetings upon request, delivering on client marketing requests, and business operation deliverables
• Actively listen to clients' concerns and diagnose clients’ service needs while facilitating timely client problem‑resolution
• Follow escalation protocols correctly to ensure tickets are routed to the right teams for support and/or that you seek additional support to respond to clients appropriately; help to support and maintain these documented protocols and identify opportunities for process improvement where needed
• Partner with other CSMs, Operations, Client Deliver, Sales, and Product to iterate on existing processes and continue to deliver best‑in‑class client service
• Support biannual client reporting meetings upon request; analyze data and outcomes to help inform engagement strategies and measure program effectiveness

• 2-4 years of experience in customer or client success, account management, customer or digital marketing, project management and/or operations
• Passion for healthcare, telehealth, and/or start ups
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• Ability to craft thoughtful and persuasive client-facing content in multiple different formats
• Ability to identify issues and trends based on your client experience and bring to appropriate cross-functional teams to identify and solve with process improvements
• Experience creating scalable and repeatable processes that are used by internal and external stakeholders
• Strong project management and organizational skills and the ability to influence without authority
• Self‑motivated, independent, adaptable, and can thrive in a fast‑paced startup environment
• Experience using any of these types of tools;
  Salesforce, Looker (or other data visualization tools), Gainsight (or other CS platform), Hub Spot (or other email marketing tool), Matik (or other content creation tools), and Optimizely (or other A/B testing tools)

• Project management or operations experience
• Background in a…