Job Summary
The Client Success Analyst oversees a portfolio of applications and partners closely with client stakeholders to deliver exceptional service and operational quality. This role manages client priorities, resolves inquiries, drives solution delivery, and collaborates with internal teams to ensure accurate, timely, and professional client deliverables. This position reports to the Client Success Tier Manager.

Duties/Responsibilities:

• Acts as a Subject Matter Expert (SME) for product, feature, and application standards.

• Serves as the primary client contact for complex and challenging production applications with a focus on account and relationship management.

• Leads and supports client-facing meetings and calls, including preparation, documentation, and follow-up action items.

• Defines and maintains process documentation under the guidance of management.

• Manages both short-term and long-term client priorities, inquiries, and requests.

• Handles small to moderate application inquiries and performs investigations related to business data issues; provides root-cause analysis feedback to clients.

• Triages client inquiries, requests, and issues to ensure timely resolution.

• Coordinates cross-functional teams to deliver client solutions and resolve application issues.

• Oversees the delivery of client communications, responses, and updates related to requests and concerns.

• Contributes to client-facing scorecards and other external reporting deliverables.

• Provides input to internal scorecards and other operational reporting requirements.

• Collaborates with internal teams across the organization in support of client deliverables.

• Performs other duties as assigned.
  
  Skills/Abilities/Experience:
  
  

• 5+ years of experience in a client-facing or customer-facing role with demonstrated leadership capabilities.

• Proven record of delivering exemplary client service.

• Strong ability to troubleshoot issues, identify service delivery trends, and recommend system or process improvements.

• Ability to dynamically prioritize work in a fast-paced environment while maintaining a client-focused mindset.

• Experience leading or guiding teams, formally or informally.

• Proficiency with MS Office tools (Word, Excel, PowerPoint) and other productivity applications.

• Demonstrated ability to gather, analyze, and interpret customer experience data.

• Experience with SQL or querying tools preferred.

• Prior experience working with or supporting healthcare payers preferred.

Minimum Qualifications:

• Strong leadership presence with the ability to interpret and explain complex problems.

• Demonstrates high levels of personal and professional accountability.

• Collaborative mindset with the ability to build strong relationships across internal and external teams.

• Excellent interpersonal skills and the ability to communicate effectively across levels.

• Proactive problem-solving mindset with the ability to operate under pressure and meet deadlines.

• Thrives in a fast-paced, matrixed environment.

• Exceptional written and verbal communication skills.

• Highly organized with excellent time management and delegation skills when appropriate.

• Quick learner with the ability to manage multiple tasks simultaneously.

• Strong professionalism, including outstanding telephone and email etiquette.

Minimum Qualifications:

• BA/BS degree in Communications, Business Management, Technology, or a related field; or equivalent experience.
• 5+ years of experience in a client-facing or customer-facing role with demonstrated leadership capabilities.

Physical Requirements:

• Ability to stand and sit for extended periods of time.
• Ability to lift 10 lbs. weight.