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 Senior Customer Success Specialist is accountable to all responsibilities of a Customer Success specialist, but is able to lead and own numerous customer commitments to ensure customer health. The Senior Specialist is representative within Accolade of the needs of the broader Customer Success organization and will co-own overall customer satisfaction. The Senior Specialist will develop strong relationships within Accolade and utilize cross-functional support when necessary.

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.
• In conjunction with manager, build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.
• Partner with Accolade teams 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 internally and externally for operational issues impacting our ability to support our customers and follow through to resolution, escalate as appropriate, and educate the customer on standard operational processes.
• Gather requirements, prepare, manage, QA, and deliver customer reports (monthly, quarterly, ad hoc). Identify suggestions or recommendations internally and externally on trends, opportunities, and value being created by Accolade.
• Escalate trends internally if/when necessary
• Work with account lead to refine customer messaging
• Serve as subject matter expert on data and reporting tools
• Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. When appropriate, execute on these items completely and independently.
• 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, AWS).
• Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce or similar systems/programs (e.g., Zendesk and Sharepoint).
• Introduce and provide continuous support for customers on Accolade specific systems/programs (e.g., Zendesk)
• Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.
• Represent Customer Success in internal initiatives to develop product that will impact current and future customers, increase member engagement, and member and employer satisfaction (e.g., Product Workshops – AIQ redesign).
• Lead initiatives to protect customer health, including identification of gaps in processes, support action planning to create new or revise current processes.
• Document Customer Success processes to ensure standardization across all customers.
• Function as subject matter expert on Customer Success processes for the purpose of onboarding, training, and process redesign.
• Partner with Customer Support team to understand and respond to customer escalated issues, customer specific and business-wide trends.

What we are looking for…

• Bachelor’s degree
• 3-5 years relevant professional experience
• Prior Accolade experience preferred
• 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
• Experience managing projects and driving to completion
• Ability to juggle multiple customer deliverables on multiple timelines
• Manage to customer expectations, while balancing organizational capabilities
• Willingness to travel for customer events and represent Accolade in the market

Hiring Range

$74,000

Annual

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
• Open 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

We strongly encourage you to be vaccinated against COVID-19.

Our people are the Heart of Accolade

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace 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 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