Client Engagement Specialist (GRE 5)
Engagement Specialist will work with lower Market Mover accounts as well as Mid-Level Market Movers to provide data clients with exceptional service. This is the largest healthcare data company worldwide, and so we expect this candidate to deliver with excellence.
• Ability to train clients and internal team on product verticals
• Provide proactive support to clients to include:
o Client Meetings
o Client check-ins at set intervals in relation to delivery schedule
o Product enhancement and change announcements
o Serve as the single point of contact for clients post sale
o Will engage with clients on complex issues and work with appropriate departments to find solutions, owning the Client Communication process
o Look for trends across datasets/clients and escalate to management with solution
o Work closely with sales to ensure client retention and satisfaction
o Ability to think outside the box when finding solutions
o Exemplify a positive attitude and be able to work in a changing environment
o Provide Management with updated status/progress reports on existing clients as well as targeted engagement clients
o Additional tasks as determined by management
Additional:
• Healthcare background is a huge plus
• Every day is different, data/tech savvy, the ability to quickly learn healthcare data.
• Most of the systems used are internal
• Must be able to perform and conduct business in a professional manner
• Strong in MS office: strong excel, outlook, access is a plus
• The ideal candidate for this role can resolve issues without many being escalated
• This team works hard and has fun as the group is close knit
Required:
• Excellent oral and written communication skills
• 2-5+ years customer service background
• Experience with managing a specific list of clients is a plus
• think independently
• Ability to analyze data and communicate findings
• Critical thinking and problem-solving skills
• Project management experience preferred
• Excellent communicator
• Self starter
• Ability to de-escalate issues, Schmooze clients, must be able to deliver uncomfortable news
• Excellent organization and follow up skills