Member Experience Associate

Responsibilities

• Understand member outcomes, service expectations and experiences, by communicating with customers and members, running NPS and gathering other feedback through appropriate channels.
• Represent the voice of the customers and members internally. As the steward of the member relationship, work cross-functionally with Marketing, Sales, Clinical, Finance and Administration, Product, and Engineering to ensure consistent and strong customer and beneficiary messaging is embedded in Antara’s processes.
• Collaborate closely with team members to support renewals and explore expansion opportunities.
• Effectively plan and prioritize member activities and requests to manage customer and member issues/requests, following through in a timely manner, asking clarifying questions to determine the impact of issues, escalating any that may require intervention and recommending solutions.
• Develop and share best practices with our internal team to continually improve the quality, effectiveness, and efficiency of Antara’s processes and services.
• Serve as the primary contact for sensitization and onboarding of new members, training platform end users, as well as post-onboarding support ensuring strong adoption and ongoing engagement throughout the member and beneficiary’s lifetime
• Gauge members’ levels of engagement with the Company and provide feedback to internal teams regarding product and service improvements.
• Provide insights to members to ensure that they get the most out of the platform with the aim of helping grow our customer base.
• Perform any other duties as assigned.

Requirements

• 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Account Management, or related field.
• Possess strong telephone and verbal skills, with excellent written and presentation skills.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Outstanding multiple task management skills across a varied set of responsibilities
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Understanding of the Internet and helpdesk software with a desire to learn new technologies