Senior Client Success Associate

The Senior Client Success Associate at Cohere Health plays a crucial role in supporting both provider and client success. Key responsibilities include developing strong business relationships, collaborating with teams to document processes, leading weekly team meetings, troubleshooting issues, tracking key performance indicators, and assisting with administrative duties. This position allows you to work cross-functionally while ensuring the best outcomes for our customers.

To be considered for the Senior Client Success Associate role at Cohere Health, candidates must possess a Bachelor’s degree and have 3-5 years of experience in operational support roles such as provider relations or customer success. Strong interpersonal skills, project coordination abilities, and a passion for building relationships with stakeholders are essential. Moreover, experience in healthcare and a comfort with a fast-paced startup environment are highly valued.

Cohere Health is deeply committed to fostering a growth-oriented environment. Senior Client Success Associates are encouraged to take on new challenges, lead initiatives, and participate in team activities that support both personal and professional development. Our culture promotes inclusivity and respect, ensuring that all team members have opportunities to develop their skills and pursue their career goals.

At Cohere Health, the work environment is dynamic, collaborative, and focused on success. As a Senior Client Success Associate, you will be joining a diverse group of empathetic teammates who embody core values of kindness and support. Our commitment to fostering a positive atmosphere makes it an excellent place for professionals who are passionate about improving patient care.

The salary range for the Senior Client Success Associate position at Cohere Health is between $55,000 to $65,000 annually. This is part of a total benefits package that includes health insurance and 401k options. Individual compensation will be determined based on qualifications, experience, and market conditions, ensuring fair remuneration for all team members.

To handle difficult client situations, I focus on active listening and empathy. I first seek to understand the client's concerns by asking clarifying questions. Then, I remain calm and provide reassurance that their issue is a priority. I work collaboratively with the internal teams to find the best solution and communicate transparently throughout the process to rebuild trust.

In my previous role, I noticed that our reporting process was time-consuming. I took the initiative to analyze the workflow and identified areas where automation could help. After collaborating with IT, we implemented a new reporting tool that cut the time needed for report generation in half, allowing our team to focus on more strategic tasks.

Building strong client relationships requires personalization and consistent communication. I prioritize understanding each client's unique needs and preferences. I schedule regular check-ins, share valuable updates, and provide proactive solutions, which fosters trust and shows clients that they are valued partners.

Cross-functional collaboration is critical in my role. It allows us to leverage diverse expertise and perspectives, ensuring comprehensive solutions for our clients. I actively engage with various departments, facilitating communication and alignment on client-related projects to drive success and efficiency.

I maintain a structured approach to tracking KPIs by utilizing project management tools that help consolidate data and visualize trends. I also create regular reports that summarize performance metrics and share them with stakeholders, ensuring everyone is informed and aligned on our progress.

I believe my passion for healthcare, combined with my extensive experience in client support roles, makes me an excellent fit for Cohere Health. I have a proven track record of building relationships and enhancing client satisfaction while working in high-pressure environments, which aligns perfectly with your company’s mission.

When troubleshooting issues, I adopt a systematic approach starting with gathering detailed information from the client. I then analyze the data to identify the root cause and collaborate with relevant teams to develop a solution. Throughout the process, I keep the client updated on our progress to maintain transparency.

I have several years of experience working directly with healthcare clients, specifically in managing relationships with health plans and provider networks. My understanding of their unique challenges has allowed me to provide tailored solutions and improvements, ensuring we meet their needs effectively.

In one challenging project, we faced unexpected regulatory changes that affected our launch timeline. I quickly organized cross-functional meetings to assess the impact and gather insights from various teams. By reshaping our strategy and maintaining open communication, we adapted efficiently without compromising our client commitments.

I prioritize requests based on urgency and impact. I assess each client's needs and deadlines, ensuring that critical issues are addressed first. I also maintain a continuously updated task list and communicate regularly with clients to manage expectations and provide transparency on timelines.