Specialist, Customer Partnerships

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview  

The Specialist, Customer Success is responsible for working effectively to support the Customer Success function to bring the best of Accolade to our customers. This individual builds strong relationships within Accolade that support customer service execution, process improvement and experimentation, as well as ensures the customer experience is consistent with our brand. The Specialist, Customer Success plays an integral role to support the Customer Success team to drive efficiencies, effectiveness, and value, while upholding the Customer Success processes, deliverables and commitments to the organization. 

A day in the life… 

• Supports the Customer Success Manager and Customer Success team as needed by working closely with internal operational, process, and data teams to represent the voice of the customer within Accolade. 

• Serve as the day-to-day contact for escalated member issues that originate from the Customer.  

• Partner with Accolade team to represent the voice of the customer and ensure we’re delivering on the customer specific requirements, as well as, member and employer satisfaction with Accolade services. 

• Act as point of contact for operational issues impacting our ability to support our customers and follow through to resolution, escalate within Customer Success as appropriate. 

• Provide support to Customer Success managers on meeting preparation including logistics, agenda development, meeting notes and follow-up. 

• Gather requirements for, review and distribute ad hoc and standard customer reports. 

• Partner with Training to develop or revise customer-specific content in support of New Hire Training, Open Enrollment, launch of new service offerings and/or training “refreshers”.  

• Work closely with Marketing to coordinate and attend customer on site events and assist Customer Success in coordinating creation and execution of marketing programs/materials internally (communications) and externally with customers and market. 

• Effectively navigate internal systems and processes to obtain data (e.g., QlikSense). 

• Assist assigned Customer Success team(s) in maintaining key account and contact information within Salesforce (Zendesk and Sharepoint) or similar systems/programs. 

• Participate in user acceptance testing for any new systems or functionality deployed to Customer Success. 

• Support the assigned Customer Success team(s) in the execution of the Customer Strategic Plan.  

• Contribute to and support customer specific and company-wide committees / projects. 

• Represent Customer Success on customer specific implementation activities for initial and ongoing implementation projects, escalating issues and concerns as appropriate. 

• Prepare customer reports and identify suggestions or recommendations on