Senior Client Services Associate
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Job Description
Senior Client Services Associate helping healthcare practices onboard to the Phreesia platform. Collaborating with clients and cross-functional teams to ensure successful implementations.
Responsibilities:
- Own end-to-end onboarding.
- Manage onboarding projects for newly contracted clients, including project timelines, stakeholder communications, and go-live milestones.
- Serve as the implementation lead.
- Act as the primary point of contact during implementation, guiding clients through product configuration, workflow setup, and initial staff training.
- Partner across the client journey.
- Work closely with Client Success Managers to ensure a seamless transition from implementation to ongoing engagement while building the skills to independently manage client relationships over time.
- Drive product adoption and value realization.
- Proactively engage clients to encourage adoption and utilization of Phreesia products and features, helping them achieve meaningful business outcomes.
- Collaborate cross-functionally.
- Partner with Support, Product Management, Sales, and Business Development teams to resolve issues, mitigate risks, and support client success.
- Monitor client health and performance.
- Analyze product usage trends and key performance indicators to identify potential risks early and take action before they impact satisfaction or retention.
- Track onboarding success metrics.
- Measure and report on onboarding KPIs, including time-to-live, product activation rates, and early satisfaction scores.
- Maintain implementation documentation.
- Capture client configurations, feedback, and implementation outcomes to support continuous improvement and knowledge sharing.
- Advocate for client needs.
- Surface recurring client feedback and product enhancement opportunities to Product Management to help inform roadmap priorities.
Requirements:
- Bachelor’s degree required.
- Experience level aligned with a Senior Client Services Associate role.
- Ability to travel up to 50%, in accordance with current health and safety guidelines.
Benefits:
- 100% Remote work + home office expense reimbursements
- Competitive compensation
- Flexible PTO + 8 company holidays
- Monthly reimbursement for cell phone + internet + wellness
- 100% Paid 12-week parental leave to our U.S. employees, as well as a generous parental benefit to our employees in Canada
- Variety of insurance coverage for people (and pets!)
- Continuing education and professional certification reimbursement
- Opportunity to join an Employee Resource Group.
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