Specialist, Customer Success

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

The Specialist, Client Success (2nd.MD) is responsible for managing a portfolio of mid-market client relationships within 2nd.MD's service line. This role serves as the primary point of contact for assigned accounts, focusing on client satisfaction, retention, and account health through proactive relationship management and operational support. This individual will support the full client lifecycle from onboarding through renewal while collaborating with internal teams to deliver exceptional customer experiences.

Role Overview

The Specialist, Client Success manages a portfolio of mid-market Expert Medical Opinion (EMO clients), serving as their primary point of contact and support resource within 2nd.MD. This individual is responsible for maintaining client relationships, ensuring successful program utilization, and supporting retention efforts. The role provides an excellent opportunity to develop client success skills while working with guidance from senior team members and cross-functional partners.

A Day in the Life...

Client Relationship Management

• Serve as the primary point of contact for an assigned portfolio of mid-market EMO clients
• Participate in business reviews and client check-ins with support from senior team members
• Monitor client health and proactively communicate potential concerns to management
• Build and maintain positive relationships with client contacts, HR teams, and benefits administrators

Engagement & Marketing Tracking

• Monitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programs
• Coordinate with marketing teams to ensure proper tracking of engagement opt-ins.
• Support execution of client-specific engagement strategies and marketing materials
• Assist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)
• Maintain accurate records of engagement activities, marketing touchpoints, and election outcomes

Account Support & Maintenance

• Support client retention efforts and contribute to renewal processes
• Assist in identifying potential expansion opportunities and communicate findings to appropriate teams
• Help develop client-specific success plans under guidance from senior Client Success team members
• Support implementation of new services or program enhancements for existing clients

Program Monitoring & Reporting

• Track client program performance metrics including utilization rates and member satisfaction
• Prepare standard client reports and assist with data analysis and trend identification
• Coordinate with cross-functional teams to address client needs and requests

Operational Support

• Handle routine client inquiries and escalate complex issues to appropriate team members
• Maintain accurate client records and documentation in Salesforce and other systems
• Assist with client communications, meeting coordination, and follow-up activities
• Support special projects and initiatives as assigned by Client Success leadership