Responsibilities

Manage the achievement of key performance indicators for the analyst team
Mentor, train, and support the team of analysts supporting the customer success function
Build trusting relationships with cross-functional leadership
Maintain a comprehensive understanding of business challenges faced by customers
Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
Identify product & process gaps by conducting business impact assessments and proactively managing client expectations
Support the team in managing client escalations and service recovery
Direct and lead client-facing reporting responsibilities for the Account Analyst team
Assist in the ongoing candidate review and hiring process
Monitor and assist with the management of team member capacity and bandwidth

Requirements

Bachelor's degree or equivalent work experience required
5+ years of working knowledge of healthcare benefits/pharmacy benefits/commercial health insurance required
2+ years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
A positive, forward-thinking, can-do attitude
An obsession with the customer experience and customer satisfaction
A passion for solving difficult problems together in collaboration with broader teams
High-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
A desire for career growth in leadership roles, and the ability and willingness to accept feedback and coaching to achieve that end
Ability to work independently as well as part of an extended, cross-functional team
Self-driven, results-oriented work ethic
Ability to take initiative with little to no direction
Be transparent and honest in a positive, professional, and polite manner
Empathic communicator with a consultative approach, able to see things from other person's point of view

Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
Flexible Spending Benefits
401(k) Retirement Savings Program
Short-term and long-term disability
Discretionary Paid Time Off
Paid Company Holidays
Wellness Benefits
Commuter Benefits
Paid Parental Leave benefits
Employee Assistance Program (EAP)
Well-stocked kitchen in office locations
Professional development and training opportunities