Client Success Specialist
At a glance
Mid-level Customer Success role at Vitality Group International, Inc.. Chicago · full-time · $55,000–$75,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Serve as the main contact for Strategic Partners during ongoing operations and maintain those working relationships
- Coordinate with Operations, Client Relations, Partner Relations, Production Support and other teams to clear open issues
- Design and put process updates into practice to improve member servicing and experience
- Handle partner questions and escalations, create tracking tickets, and guide teams through known issues
- Keep program documentation current while sharing relevant updates, insights and reports with Strategic Partners
What you bring
- You have used Salesforce plus operational tools for ticketing and case management
- You can read servicing and operational data, then turn the findings into practical recommendations
- You bring intermediate-to-advanced Excel ability covering analysis, pivot tables, reporting and data validation
- You have worked directly with external clients, strategic partners, vendors or customer groups
Who this fits
This role suits a mid-level client success professional who can manage partner relationships, escalations and operational details. You’ll work onsite in Chicago and provide white-glove support when high-touch or VIP members need it. Experience with strategic partners, vendor management, or health, wellness and member engagement programs would strengthen your fit.
From the employer
- Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact and maintaining positive relationships with Strategic Partner counterparts
- Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items
- Create and implement appropriate process changes to enhance member experience
- Be the Vitality subject matter expert, providing Strategic Partners with updates, insights, and reporting relevant to the steady state programs
- Stay informed of upcoming product enhancements relevant to Strategic Partners, provide servicing insights and recommendations, and communicate changes back to Customer Care
- Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders
- Communicate issues and/or concerns that may arise within Operations to the appropriate stakeholders. This includes creating tickets for tracking and providing guidance to servicing teams on known issues.
- Offer white glove servicing as needed to high-touch or VIP members
- Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed to ensure PGs and other contractual guarantees are met
- Maintain and create documentation to ensure that information available across the organization is up to date and accurate
- Other duties as assigned
Salary: $55,000-75,000
Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.
Requirements
- Experience using Salesforce and key operational support tools for ticketing, and case management
- Ability to interpret operational and servicing data and translate findings into actionable recommendations
- Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation.
- Experience working directly with external clients, strategic partners, vendors, or customer groups.
Desirable
- Experience working with strategic partners and vendor management
- Experience supporting health, wellness, and member engagement programs.
Benefits
Medical, Dental and Vision
401(k) with company match
Company paid Life, AD&D Short and Long term disability insurance
Generous PTO, Holidays and Summer Fridays
100% paid parental leave
Wellness Resources
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