State Account Specialist

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! 

Summary:

The State Account Specialist is essential to Bamboo Health customer service experience. This role works closely with the State Account Director to provide enhanced client support by developing and maintaining positive customer relations with clients/customers, which can substantially affect their experience with Bamboo Health solutions and services. The State Account Specialist will interact with various departments to meet client commitments and customer retention goals. The ability to navigate Bamboo Health software solutions is critical in this role as the State Account Specialist is expected to provide high level technical support, training and change management support for an assigned customer base.

What You’ll Do:

·       Provide high-level technical support and training to customers on Bamboo Health products.

·       Answer product-related queries and strategize solutions with the State Account Director to meet the customer’s needs.

·       Maintain customer relationships and ensure customer satisfaction.

·       Provide reports to customers and stakeholders on product performance or other data driven insights as needed.

·       Ensure customer issues or questions are escalated appropriately to ensure customer satisfaction.

·       Manage and update client technical call agendas.

·       Track account metrics.

·       Support the State Account Director as needed on issues related to the assigned client base.

·       Collaborate on Bamboo Health initiatives aimed at expanding the growth of the business.

What Success Looks Like…

In 3 months…

·       Has completed all onboarding activities and has a general understanding of Bamboo Health’s products and its operations.

·       Is attending all required meetings and successfully managing and updating all call agendas.

·       Is ensuring all assigned client follow up items are appropriately handled in a timely manner.

In 6 months…

·       Is successfully understanding and representing support issues within their assigned client base that require escalation to Engineering.

·       Has an established rapport with State Account Director(s) that they support and are effectively supporting the client by providing timely and effective updates on actionable items.

·       Is actively collaborating in group discussions and required meetings.

·       Can log in and perform basic functions within core applications, which ensures the Account Specialist understands our products. 

In 12 months…

·       Has a good understanding of all applicable products and services such that they are able to answer basic product/feature questions without assistance from the State Account Director or their Manager. 

·       Has become a subject matter expert (SME) on at least one or more of the features of the products in Bamboo Health’s portfolio.

·       Is supporting strategic Bamboo