Mgr, Customer Success

| Philadelphia, PA
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About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com .
Career Level: P6 - Manager
Pay Grade: I
Mgr, Customer Success
Role overview
At Accolade, the Mgr, Customer Success is responsible for working in a high priority, fast paced, data driven culture to solve hard problems and find solutions that accelerate the business. You will gain a front-row seat to the most meaty challenges the company is tackling. This position will use statistical analysis to identify patterns to help get people the resources and data they need to make decisions. You will build automated reports that measure the performance of our business and products to ensure we are delivering against our promise improve the health of every member.
A day in the life...
Develop metrics and targets that measure Accolade's performance against KPIsWrite/program/develop and implement reports and interactive data visualizations and dashboards from multiple data sourcesReporting of key insight trends, using statistical rigor to simplify and inform the larger team of noteworthy story linesProactively identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendationsDevelop a thorough understanding of the competitive landscape, product roadmap, use case development and business drivers to inform decision makingContinually improve ongoing reporting and analysis processes, automating or simplifying self-service support for secondary datasetsSupport adhoc data requests by writing advanced SQL queriesAssist with process definition and library of reusable objects (fields, calculations, KPI, etc.).
What we are looking for...
5+ years of Business Intelligence, analytics, or reporting experienceBachelors or Master's Degree in Business, Business Analytics, Mathematics/Statistics, Information Management, or Computer Science Engineering related fieldsCurious mind that is asking questions to deeply understand requirements and importance of workDemonstrated ability to understand complex business questions, plan, manage, deliver, and maintain work loadWorking knowledge of IT architectural frameworks, development methodologies, tools and techniquesOutstanding interpersonal and communications skills characterized by the ability to listen, speak and write wellAbility to plan roadmap, prioritize tasks, manage dependencies and deliver on timeStrong organizational skills and planning prowess, with excellent attention to detail Advanced SQL scripting languages (T-SQL, PL/SQL, etc.)Knowledgeable in Reporting tools like AWS Quicksight, PowerBI, Tableau, or QlikStrong analytical skills and the ability to translate complex data concepts into understandable headlines with ease and comfortProficient in MS Office with a strong knowledge of Powerpoint, Excel (including the use of formulas and pivot tables), and SharePointComfortable using data analytics tools like R, Python, SAS, JMP, etc.
Desired Personal Characteristics
An excellent team player, with a "can-do" attitudeHands-on, detail-oriented, methodical & inquisitiveA motivated self-starter with a solid level of experience that quickly grasps complex challengesA skillful communicator with experience working with technical management teamsA strong customer focus and metrics driven A quick learner with a passion to challenge oneself outside of the comfort zoneFantastic collaborator, team player, negotiator, and influencerFast fail entrepreneurial and innovative spiritThrives in a fast-paced environment where continuous improvement is the norm and the bar for quality is extremely highExcited by the challenges of working in a team undergoing rapid growth serving millions of customers
We strongly encourage you to be vaccinated against COVID-19.
What is important to us...
Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:
We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.
We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.
We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.
We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.
Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov . You can also report it to your state attorney general.
To review our policy around data use, visit our Accolade Privacy Policy Page . All your information will be kept confidential according to EEO guidelines.
2nd.MD

More Information on Accolade
Accolade operates in the Healthtech industry. The company is located in Seattle, WA. Accolade was founded in 2007. It has 1200 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Eat lunch together, Intracompany committees, Daily sync and Open door policy. To see all jobs at Accolade, click here.
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