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Client Success Associate

VirginPulse - Melbourne, VIC

Source: uWorkin


Who is Virgin Pulse?

Virgin Pulse, founded as part of Sir Richard Branson’s famed Virgin Group, helps organizations build employee health and wellbeing into the DNA of their corporate cultures. As the only company to deliver a powerful, mobile-first digital platform infused with live services, including coaching and biometric screenings, Virgin Pulse’s takes a high-tech-meets-high-touch-approach to engage employees in improving across all aspects of their health and wellbeing, every day - from prevention and building a healthy lifestyle to condition and disease management to condition reversal, all while engaging users daily in building and sustaining healthy habits and behaviors. A global leader in health and wellbeing, Virgin Pulse is committed to helping change lives and businesses around the world for good so that people and organizations can thrive, together. Today, more than 3100 organizations across the globe are using Virgin Pulse’s solutions to improve health, employee wellbeing and engagement, reduce costs and create strong workplace cultures.

Who are our employees?

At Virgin Pulse we’re passionate about changing lives for good. We want to make a difference in the world by helping people be healthy so they can perform at their best, every day, at work and home. Our award-winning solutions support leading employers in improving and simplifying the employee health and wellbeing journey and engaging people in all aspects of their health. But our world-class products and programs are nothing without our people - the employees who design, build, promote, sell, test and perfect the latest innovations in workplace health and wellbeing. Our people are our top priority and we invest in their health and happiness. At Virgin Pulse, we have so much more than a strong, supportive company culture - have a shared vision for a healthier, happier world.

Virgin Pulse values and celebrates diversity and is committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives, inspires innovation, collaboration, and challenges us to produce better solutions. As a global employer, we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. As we are committed to diversifying our company, we strongly encourage candidates that are historically underrepresented in the tech industry to apply.

Who You Are

You are a capable, proactive, client-facing professional who has exceptional communication skills as well as outstanding execution and project management skills. You have the competence to successfully maintain and build client relationships; both old and new.

Attributes You Regularly Demonstrate Include

  • You thrive in a fast-paced, entrepreneurial environment
  • You are passionate about improving health and well-being
  • You value collaboration and teamwork
  • You are committed to client satisfaction and delight
  • Self-motivated with a positive attitude
  • Take pride in being accountable and proactive
  • A creative and innovative professional, you are great at solving problems
  • You like to wear multiple hats to drive performance results
  • You always work with a sense of urgency with competing priorities and demands
Meet the team

Virgin Pulse’s Client Solutions Associates are a key part of our Client Success team. They support our employer portfolio focused on both key and mid-market clients. The Account Associates work with the Client Success team to support overall client management including new and renewal implementations, customer service coordination, issue resolution, root cause analysis, reporting, incentive rewards tracking and ongoing client requests.

A day in the life of a Virgin Pulse Account Associate includes a number of elements that are sure to keep you engaged while also allowing you to wear many hats to keep you interested and always learning.
  • Partner with the Senior Account Executives and Account Executives to support the day-to-day execution of a group of portfolio clients Coordinate the delivery, tracking and monitoring of client program requirements
  • Support customer service delivery by resolving client-specific consumer tickets, training agents and completing documentation
  • Proactively monitor and ensure satisfactory resolution of client technical support issues
  • Build relationships with cross-functional teams (Operations, Software Development, Communications, Product, Data Science, and Clinical) to troubleshoot issues and to support the delivery of client promises
  • Develop presentations, reports, project tracking tools and account plans to support client meetings and dashboard reports
  • Track and monitor enrollment, engagement and impact levels for RBH programs
  • Escalate issues internally when appropriate
  • Utilize ServiceNow to track information

What You Bring To The Team
  • A Bachelor’s degree, preferably in a related field (healthcare/ population health/ health sciences)
  • 1-2 years of professional, client-focused account servicing, or similar, work experience.
  • Outstanding execution and project management abilities
  • Exceptional written, oral and interpersonal communication skills
  • The ability to set realistic goals, manage expectations, and prioritize competing interests.
  • A demonstrated ability to stay on top of administrative tasks
  • Excellent time - management skills
  • Proficient computer skills and the ability to learn new applications.
TRAVEL Will travel to customer sites approximately 10% of the time.

Security Competencies

Work to maintain system and data security at a high standard, ensuring the confidentiality, integrity and availability of the Virgin Pulse application is not compromised. Adhere to industry best practice coding standards and verify all code developed at Virgin Pulse is free from bugs and security vulnerabilities such as those defined and published by OWASP.

Why work here?

We believe a career should provide competitive pay and benefits, a collaborative and supportive work environment, strong employee culture and cutting-edge technology and services — so many reasons to love it here.

  • We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to any protected class status.