Client Success Specialist

Job Summary:

The Client Success Specialist will play key role in supporting the Client Service Managers and own clients independently. This role requires timely resolution of client and internal inquiries, supports onboarding initiatives, troubleshoots data and system issues, and delivers strong customer experience.

• Manage portfolio of clients, ensuring regular communication via email, phone, and meetings that align with the clients' needs.
• Collaborate with Client Success Managers and internal teams to address client requests and concerns.
• Understand how the Medlytix products' capabilities translate into customer value to identify gaps or improvement opportunities and communicate these to the relevant group.
• Own the business metrics (Bill Rate, Conversion Rate) for each Medlytix product within the assigned portfolio of assigned clients.

• Serve as the primary point of contact for client inquiries, issues, and reporting for the assigned portfolio of clients.
• Review daily/weekly performance dashboards, take ownership of understanding anomalies and initiate appropriate actions to address them for the assigned portfolio of clients.
• Troubleshoot, communicate and resolve issues timely, ensuring all reported issues are documented using internal tools.
• Monitor file processing, data loads, and system performance for accuracy and timeliness.
• Communicate complex issues to the Client Success Manager or VP and escalation to the appropriate internal team as necessary.

• Create and maintain comprehensive internal documentation for all client interactions, issues, and resolutions within CRM/ticketing systems.
• Keep clients and the applicable internal teams informed of issue resolution by providing regular updates, estimated resolution times, and follow-up communications. Prepare and deliver monthly standardized client reports.
• Assist in the testing, validation, and implementation of new releases and product enhancements.

• Provide clear, complete, and accurate information when handing off work or gathered details to support the Client Success Manager.
• Support the VP of Client Services in partnering with Sales, Product, and Engineering teams on client initiatives, pilot programs, and product enhancements.
• Identify and recommend process improvements to enhance both the client's experience and internal efficiency.
• Support new client onboarding by coordinating setup activities and ensuring system configuration is correct.
• Escalate operational issues to Client Success Manager.

• Bachelor's degree in business, Healthcare Administration, Information Systems, Data Analytics, or related field OR equivalent experience.
• 4+ years of experience in client support, operations, revenue cycle, healthcare analytics, or SaaS customer service.
• Strong analytical and problem-solving skills, with the ability to interpret and troubleshoot data.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency with MS Office, SQL, and JIRA.