United States onlyWho 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
About this role
As an Client Success Associate, you will be responsible for leading and managing a small SBM portfolio of clients with varying Transcarent solutions and levels of complexity. You will play a key role in supporting client relationships and ensuring a seamless experience across Transcarent solutions. At times, you will be responsible for managing a small book of business (SBM) - a portfolio of clients with varying levels of complexity — driving retention and expanding relationships. You will work closely with internal teams to ensure a seamless client experience, drive retention, and expand client relationships. This role requires strong strategic thinking, problem-solving abilities, and excellent communication skills to support both client growth and business success. Agile and flexible in working cross-functionally in a fast-paced, evolving environment.
What you’ll do
Client Relationship Management
- Serve as the primary point of contact for several client portfolios, ensuring strong relationship management at multiple levels.
- Strong client management and relationship-building abilities with a proactive, consultative approach.
- Partner with Account Executives to align client goals, retention strategies, and expansion opportunities.
- Drive client satisfaction and loyalty, measured by survey results, retention rates, and revenue growth.
- Proactive approach to de-risk and maintain strong account health across
- Engage in client renewal and upsell processes, leading when necessary to expand revenue opportunities
- Exceptional communication and presentation skills, both verbal and written
- Problem-solving mindset with a process-driven approach to managing complex client needs.
- Ability to prioritize multiple deliverables while meeting deadlines and maintaining high-quality work.
Operational Excellence Strategic Support
- Serve as secondary support for large market clients aligned to an Account Executive
- Use Tableau to analyze client data, utilization trends, and extract actionable insights to drive decision-making
- Keep all client records updated using Salesforce and internal knowledge-sharing platforms such as Confluence.
- Work closely with the marketing team to execute client engagement campaigns and drive adoption.
- Detail-oriented with excellent organizational and project management capabilities
Process Improvement Problem-Solving
- Identify and implement process improvements to enhance operational efficiencies and client outcomes.
- Manage escalations by proactively addressing client concerns and providing data-driven solutions.
- Stay informed on industry trends, company offerings, and competitive landscape to provide strategic insights.
What we’re looking for
- 3+ years of experience in Client Success, Account Management, or a related role in healthcare, digital health, SaaS, or other technology-driven industries. Healthcare experience preferred.
- Proven track record of achieving client retention and revenue growth.
- Self-starter capable of working independently and organizing workflow to meet changing priorities, teams and deadlines
- Highly curious and willing to stretch, learn, develop and (at times) be uncomfortable.
- Process-focused approach, with strong problem-solving skills and keen attention to detail.
- Hands-on experience with Salesforce, Excel (intermediate+), PowerPoint, Tableau, and Confluence
- Bachelor’s degree in business, healthcare administration, or a related field.
- Experience in managing renewals and upsells within a SaaS or healthcare organization is a plus.
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Location
You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US.
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
