Specialist Customer Success
Accolade

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Specialist, Customer Success is responsible for working effectively to support the Customer Success function to bring the best of Accolade to our customers. This individual builds strong relationships within Accolade that support customer service execution, process improvement and experimentation, as well as ensures the customer experience is consistent with our brand. The Specialist, Customer Success plays an integral role to support the Customer Success team to drive efficiencies, effectiveness, and value, while upholding the Customer Success processes, deliverables and commitments to the organization.

A day in the life...

• Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade.
  

• Serve as the day-to-day contact for escalated member issues that originate from the Customer.
  
• Partner with Accolade team to represent the voice of the customer and ensure we're delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services.
  
• Act as point of contact for operational issues impacting our ability to support our customers and follow through to resolution, escalate within Customer Success as appropriate.
  
• Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up.
  
• Gather requirements for, review and distribute ad hoc and standard customer reports.
  

• Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training "refreshers".
  
• Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market.
  
• Effectively navigate internal systems and processes to obtain data (e.g., QlikSense).
  
• Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce (Zendesk and Sharepoint) or similar systems/programs.
  
• Participate in user acceptance testing for any new systems or functionality deployed to Customer Success.
  

• Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.
  
• Contribute to and support customer specific and company-wide committees / projects.
  
• Represent Customer Success on customer specific implementation activities for initial and ongoing implementation projects, escalating issues and concerns as appropriate.
  
• Prepare customer reports and identify suggestions or recommendations on trends, opportunities, and value being created.
  
• Play an active role in internal customer operational status meetings (including facilitation, meeting notes and follow-up) that are productive and result in moving open items forward to closure in a timely manner.
  

• Identify gaps in processes and work with the appropriate parties to create new or revise current processes.
  

What we are looking for...

• Bachelor's degree
  
• 1-3 years' relevant professional experience
  

• Strong analytical skills
  
• Experience in process improvement orientation
  
• Excellent communication and influence skills
  
• Willingness and ability to delve into business problems and do whatever it takes to make us better
  
• Exceptional attention to detail and follow-through
  

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
  
• HDHP medical plan with generous employer contributions towards an HSA
  
• 401(k) Retirement Plan with matching employer contributions
  
• Paid Time Off
  
• Generous Holiday Schedule + 5 floating holidays
  
• 18 weeks of paid parental leave
  
• Subsidized commuter benefits programs
  
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
  
• 1 Volunteer days per year
  
• Employee Stock Purchase Plan (ESPP) w/ employee discount
  

Our people are the Heart of Accolade

Together,we are building a great and enduring businessthat truly makes an impact. At Accolade, we are committed to building aworkplace where all can grow and thrive.We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless

We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other's back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

2nd.MD

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