Job Post

Client Success Associate
Virgin Pulse
492 Old Connecticut Path, Suite 601
Framingham, MA 01701

Job Summary
Under general supervision, project manages the day-to-day operational and tactical account management activities for assigned accounts that have launched the Virgin Pulse program.  Collaborates closely with the client through the client lifecycle. 
Job Duties 

  • Project manages day-to-day operational and tactical account management activities for assigned accounts. 
  • Plan and implement challenges and promotions for each assigned account to influence program participation in partnership with Operational Teams in accordance with contract. 
  • Project manages development and QA of periodic client reports for assigned accounts with Mission Control team as needed.
  • Serves as Subject Matter Expert for Virgin Pulse Analytics tool and is responsible for training assigned clients on best practices for utilizing the tool as well as any enhancements.
  • Maintains internal client management tools for assigned accounts including Confluence, Salesforce and Jira. 
  • Responds to and resolves routine client requests and questions. Utilizes Client Success Specialist operational teams as appropriate and seeks assistance of manager with questions that are more complex.
  • Project manages promotional events for assigned accounts and attends when necessary.
  • Collaborates with Client Success Manager and Custom Communications team to create customized email communications for assigned accounts to educate and inform employees about Virgin Pulse.
  • Joins and contributes to regular telephonic client meetings and works with Client Success Managers to deliver quarterly reviews for assigned accounts. 
  • Delivers highest level of client satisfaction within assigned accounts, escalated as necessary and ensures annual contract renewal.
  • Maintains a strong working knowledge of all aspects of all Virgin Pulse programs.
  • Supports Client Success Managers within team if necessary, which may include some work on accounts outside of assigned book of business. 
  • Performs special projects as requested. 

Required Education, Training, Knowledge and Experience 

  • Bachelor's degree, or equivalent, in related discipline.
  • 2-3 years of professional work experience in sales, marketing, account management or related customer service position a plus.
  • Strong knowledge of MS Office suite.
  • Knowledge of Salesforce preferred.  

Core Skills, Competencies, and Characteristics

  • Excellent interpersonal and writing skills.
  • Impeccable organizational skills and detail orientation.
  • Required to work cross functionally with co-workers and with external channel partners. Outstanding interpersonal skills, including strong communication skills, both verbal and written.
  • Solid analytical and problem-solving skills.
  • A high level of professionalism and positive work behavior.
  • Ability to work effectively in a fast paced, high energy, team-oriented environment.
  • Ability to multi-task and perform effectively under pressure. 

Work Environment
Will travel to customer sites approximately 10% of the time or one time during the month.

Category: Client Services

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