Client Services Specialist

We’re looking for a Client Services Specialist who will be responsible for managing and supporting client accounts to ensure their satisfaction and retention. You will serve as the primary point of contact for clients, addressing inquiries, resolving issues, and facilitating solutions that meet their needs. This role will also support new client implementations and will require project management expertise, and the ability to effectively coordinate cross-functional teams and external stakeholders.. This role reports to the Director, Implementation and Client Services.

Responsibilities will include:

New Client Onboarding:

• Oversee project management for new client implementations from start to finish.
• Create and maintain project plans, ensuring all tasks are completed within the defined timelines and deliverables are met.
• Foster effective collaboration with cross-functional teams, such as Sales, Product Development, Account Management, and Integrations, to ensure a smooth implementation process and uphold client satisfaction.
• Collaborate closely with clients and Account Manager to capture and document their requirements, ensuring a thorough understanding of their business needs, and effectively communicating the value of our solutions.

Client Services and Support:

• Promptly address client inquiries or concerns, troubleshoot issues, prioritize tasks, collaborate with internal teams, deliver timely updates to stakeholders, and collect feedback to achieve resolution and ensure client satisfaction.
• Maintain accurate records of client interactions, transactions, and communications using CRM software or other tools.
• Coordinate the delivery of services and support to clients, ensuring high levels of client satisfaction.
• Proactively identify trends and mitigate risks that may impact client satisfaction or retention and propose innovative solutions to resolve challenges.
• Monitor service performance metrics and address any issues or concerns promptly to maintain service quality.
• Develop a comprehensive understanding of our products and services. Provide in-depth assistance to clients, educating them on features, functionalities, and best practices.
• Provide ongoing training, education, and support to ensure clients can effectively maximize the benefits of the implemented solutions.

Ideal candidate has:

• 2+ years experience in a client services, customer support, and/or implementation role, preferably within the health insurance, employer health benefits, or health tech industries
• Familiarity with project management and collaboration tools such as Zendesk, Salesforce, Slack, G Suite, Asana, Smartsheet, and others.
• Strong problem-solving abilities and a proactive and responsive approach to resolving client issues.
• An ability to manage multiple projects and achieve results against tight deadlines
• Exceptional communication and interpersonal skills, adept at building trusted relationships with both clients and internal teams.
• Outstanding ability to efficiently organize and manage tasks, projects, and workflows to ensure timely achievement of deadlines and client satisfaction. 
• Knowledge of medical claims processing and/or Electronic Data Interchange (EDI) is a plus
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment 
• A desire to be a part of our mission to improve the U.S. healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is: $60,000 - $75,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation this role is eligible to participate in our equity incentive and competitive benefits plans.