Client Support Analyst at Evive

At Evive, we believe that people will make the right choices in health and financial well-being if they're given the right information, at the right time, in the right way. That's why we build personalized health and wealth tools that are multimodal, flexible, and rooted in predictive analytics and behavioral science.

We have fostered a unique and vibrant company culture that nurtures and rewards extraordinary talent.  We are growing and searching for a highly detailed, customer service-oriented professional with an entrepreneurial spirit who thrives in a fast-paced environment.

The Client Support Analyst works collaboratively within the Client Delivery Team and closely with Client Relationship Managers to ensure that all clients are very satisfied with the value and services they receive from Evive Health, and that we deliver on our promises, exceed client expectations, and maximize retention.

This role requires excellent project management skills as well as advanced communication skills to engage with clients to understand their business requirements, provide guidance on process options, and development of user documentation. Team members are expected to actively provide feedback to improve support processes and application functionality.

Overall Responsibilities

  • Support client delivery team in meeting client expectations and goals while executing client communication and benefit hub strategies.
  • Be an Evive expert on your assigned client benefit plans, coverage, account structures, and programs.
  • Attend client meetings to document project tasks, decisions and business requirements.
  • Communicate timely and effectively with clients regarding program and project timelines and deliverables.
  • Some overnight travel, up to 20% a month.  Willing and able to travel to work face-to-face with national clients.
  • Collaborate, coordinate, and escalate client issues by acting as a client advocate while working with all departments.
    •  Manage internal development and UAT process with client and development teams to ensure timely releases. 
    • Communicate errors and improvements to development organization and participate in testing client features, configuration and content.
    • Coordinate data exchange and collateral review/approval details with client contacts and their data partners to ensure timely launch of programs and projects.  
  • Monthly reporting for clients via dashboard to include site usage stats, incentive program and other MyEvive features.  
  • Create reporting templates for each individual digital client based on their goals to tell value stories and how MyEvive makes an impact to their population and meets their goals. 
  • Complete quarterly preventive and chronic adherence analysis for clients receiving gaps-in-care messaging.  
  • Track PG metrics monthly and share quarterly results with CDM/CRM to improve strategy.  

Qualifications: 

  • Bachelor’s degree in Health Systems Management, Business, Computer Science, or similar field.
  • 1 – 2 years of project management experience a plus
  • Digital product/content implementation and coordination within a tech organization a plus.
  • Excellent interpersonal, written, and verbal communication skills.
  • Passion for excellence and willing to go the extra mile to be a great team member with both internal and external teams.
  • Thrive in a fast-paced and ever-changing environment with the ability to manage many details of several projects at the same time.
  • A self-starter who, is extremely organized and excels at problem-solving
  • Technical aptitude with strong analytical skills
  • "Out of the box", quick thinking; able to ask for help and feels comfortable approaching others; utilizes documentation and best practices well
  • Willingness and ability to take direction and coaching from teammates
  • Ability to learn complex concepts and subjects under a variety of conditions including formal and informal training as well as on the job coaching through trial and error; participates in self-study and active learning with the goal of becoming a product subject matter expert
  • Intermediate to Excellent Microsoft Office (Word, Excel, PowerPoint), presentation and reporting skills

Perks: 

  • Laid-back office, casual attire
  • Annual bonus pay
  • Employer-paid medical insurance
  • Subsidized vision, dental, and short-term disability insurance
  • Paid Time Off
  • Pre-tax commuter benefit
  • 401(k) with up to 4% company match
  • Walk station desks: walk and work!
  • Company-sponsored book club
  • Weekly catered lunch on Thursdays
  • Stocked kitchen with drinks, fruit, and snacks
  • Strong culture - we work hard and play hard.  And we watch Jeopardy! every day!
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