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Client Success Specialist

2 months ago

Sandton, South Africa HR Studio Full time

Position Overview:

We are seeking a dedicated Client Onboarding Consultant who will play a crucial role in the onboarding and offboarding processes, software setup, training, and issue resolution for our clients. This position involves providing comprehensive support before, during, and after implementation, as well as creating knowledge transfer materials to ensure a smooth transition for customers. You will also be responsible for managing the implementation timeline effectively.

Key Responsibilities:

  • Client Service Management: Establish expectations and deliver exceptional service for a portfolio of clients undergoing onboarding, offboarding, or modifications to their healthcare benefits.
  • Requirements Gathering: Accurately collect and document requirements for each client's specific plan design.
  • Project Planning: Formulate work plans, estimate schedules, allocate resources, and prioritize implementation tasks.
  • Progress Tracking: Regularly monitor project progress, communicate status updates, and proactively address any implementation-related issues.
  • Implementation Management: Ensure accurate and timely tracking, analysis, reporting, and communication throughout the implementation journey.
  • Expectation Management: Proactively manage client expectations and commitments by collaborating with all project stakeholders.
  • Account Management Collaboration: Partner with Account Management to document and resolve items in accordance with the established plan and client specifications.
  • Business Partner Engagement: Work closely with key business partners throughout the project lifecycle.
  • Testing Support: Assist and oversee testing activities during client engagements, including system configuration testing and troubleshooting.
  • Challenge Resolution: Provide insights on implementation challenges, identify potential delays, and escalate issues as necessary.
  • Documentation Maintenance: Keep comprehensive records of all client and project-related activities, requirements, and status updates.
  • Adherence to Project Plans: Follow the established project plan for onboarding and offboarding, assisting clients with deliverables at each step to ensure compliance with timelines.
  • Material Updates: Revise and maintain materials for client use to facilitate effective platform utilization.
  • Client Support: Provide ongoing support to clients during and after the implementation process.
  • Post-Implementation Analysis: Evaluate each completed implementation to refine the project plan, identify improvement opportunities, and offer feedback to the team and business partners.

Qualifications:

  • Matriculation certificate.
  • Bachelor's degree or equivalent experience is preferred.
  • A minimum of 2 years of experience in implementing software products for clients within a healthcare setting.
  • Familiarity with benefit administration platforms, such as Javelina, is preferred.
  • Advanced knowledge and experience in project management and/or benefits administration are highly desirable.
  • Willingness to work during the year-end holiday season as needed to address client go-live issues and support implementations.
  • Proficiency in Microsoft Office Suite.
  • Ability to maintain confidentiality and exercise discretion with sensitive information.

Working Hours: 2 PM - 11 PM