Client Success Associate (Channel)

Maven Clinic

Maven Clinic

Customer Service
New York, NY, USA
Posted on Friday, November 3, 2023
Maven is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven’s award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause. Employers and health plans trust Maven’s end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has raised $300 million in funding from top healthcare and technology investors including General Catalyst, Oak HC/FT, Sequoia, Dragoneer Investment Group, and Lux Capital.
An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
  • TIME 100 Most Influential Companies (2023)
  • CNBC Disruptor 50 List (2022, 2023)
  • Fast Company Most Innovative Companies (2020, 2023)
  • Built In Best Places to Work (2023)
  • Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
  • Great Place to Work certified (2020, 2021, 2022, 2023)
  • Fast Company Best Workplaces for Innovators (2022)
  • Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for a high energy, passionate, and detailed-oriented Associate to join our Client Success Team. The Associate will play a critical role in supporting Maven’s rapidly growing channel segment with a high level of responsibility and visibility across the team. As part of the Associate team, you will support employers that come in through our Channel partnerships -- fielding implementation related questions, answering inbound client requests, supporting pool engagement targets, producing reports to share with client key contacts, and supporting ongoing relationship management.

As a Client Success Associate at Maven, you will:

  • Serve as a member of the account team which manages our book of Small and Medium size Businesses (SMB)
  • Partner with your Associate peers to deliver quick follow up to inbound questions, providing comprehensive, thoughtful, and speedy insights to our clients
  • Co-manage a book of business of employers with <5k employees that are contracted through our channel partnerships
  • Facilitate day-to-day cross-functional coordination of client activities, including but not limited to eligibility verification, meeting coordination, client marketing requests, and business operation deliverables
  • Understand and successfully navigate a network of stakeholders between Maven, our channel partners, and the client
  • Help to maintain happy and healthy business relationships with clients and channel partners; capture and own client issues to ensure customer success and loyalty
  • Fully understand theMaven platform and lead product overview trainings to various client stakeholders, as needed
  • Manage quarterly and biannual account reporting, ensuring accuracy of data and working with Client Success leads to develop data-driven strategic insights
  • Assist in project managing for upsells and contract amendments
  • Help identify common strategic team roadblocks and propose solutions for better team efficiency
  • Track and organize best-in-class client materials and templates produced and share with broader Client Success department

We’re looking for you to bring:

  • 2-4 years of experience in client success, account management, project management and/or operations
  • Passion for healthcare, telehealth, and/or start ups
  • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
  • Strong writing skills including ability to craft and send thoughtful and professional client-facing emails to respond to questions/inquiries
  • Ability to prioritize and manage multiple tasks
  • Attention to detail and high degree of accuracy in task management and follow-through
  • Ability to identify systematic issues based on your experience working directly with clients and bring to appropriate cross-functional teams to identify and solve with process improvements

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

  • Experience using tools including Salesforce, Looker (or other data visualization tools); attention to detail and CRM data entry hygiene
  • Project management experience
  • Background in a healthcare-related field
  • Background in communications or marketing

For candidates in NYC, CO, or CA, the base salary range for this role is $72,000 - $85,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits & Perks:

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

  • Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
  • Whole-self care through wellness partnerships
  • Weekly breakfast, lunch, and get-togethers
  • 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
  • Udemy, annual professional development stipend, and access to a personal career coach through Maven
  • 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.