Clarity Software Solutions is a rapidly growing, innovative healthcare communications company located in Madison, CT. Since its inception in 2007, the company has continued to develop and attract over 100 creative and passionate individuals who are intelligent and want to be a part of something extraordinary. While the company works hard to maintain the high level of customer satisfaction that it’s known for, there is also time to celebrate achievements and foster working relationships. Clarity has been recognized for three consecutive years as one of the Best Places to Work in Connecticut by creating a fun, friendly and collaborative work environment. As Clarity continues to grow, it’s consistently recognized by industry leading organizations. Most recently ranking on the Inc. 5000 list of fastest growing private companies, Deloitte’s Technology Fast 500™, Marcum Tech Top 40 and Red Herring Top 100 North America.

We seek highly motivated, energetic individuals who will add value to our team. If you are experienced, high-energy, collaborative and thrive in a fun, fast-paced, technology-driven environment, Clarity may be a good fit for you. For consideration, please apply to the positions that best match your qualifications.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All individuals, regardless of personal characteristics, are encouraged to apply. If you are a candidate with a disability in need of an accommodation or assistance in the application process, please contact 203.453.3999. For more information regarding equal opportunity employment, refer to the Know your Rights Poster (Spanish version here), Clarity's EEO Policy, as well as the Pay Transparency Non-Discrimination Provision .

Equal Opportunity Employer/Veterans/Disabled

Client Success Analyst

Remote

Full Time

Clarity Software Solutions

Experienced

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase the member engagement.

We offer:

Competitive compensation
A full benefits suite including Medical/Dental & Vision plans.
401k with company match
A supportive and growth-oriented culture
Remote working options

Job Summary:
The Client Success Analyst is responsible for overseeing a portfolio of applications working in conjunction with Client contacts towards the goal of establishing outstanding client service that drives quality. This will include establishing and managing client priorities, driving solutions to meet client requests and inquiries, and working closely with multiple internal functional areas to ensure that client deliverables are provided professionally, accurately and in a timely manner. This position reports to the Client Success Tier Manager.

Essential Functions

Acts as a Subject Matter Expert (SME) for product, feature, and application standards.
Acts as the primary client contact for complex and challenging production applications with a focus on account and relationship management.
Leads and supports client-facing calls and meetings, including preparation and follow-up action items.
Defines and maintains process documentation along with the guidance of management.
Accountable for understanding and managing both short-term and long-term client priorities, inquiries, and requests.
Handles small to moderate application inquiries and investigations related business data issues and provides feedback to clients on root cause analysis.
Triages client inquiries, requests, and issues.
Coordinates strategic team towards a goal of delivering client solutions and reconciling client application issues.
Responsible for coordination and delivery of responses and communications to clients related to requests and/or concerns.
Input to client-facing scorecards and other external reporting deliverables.
Input to internal-facing scorecards and other internal reporting deliverables.
Collaborate with other internal functional areas in support of client deliverables.
Other duties as assigned.

Education Required

BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent experience.

Knowledge & Experience

5+ years of experience in a client/customer facing and leadership role.
Exemplary client service delivery approach.
Ability to resolve problems, identify service delivery trends, and potential system improvements.
Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation.
Strong background in leadership capacity.
Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
Exceptional experience in gathering and interpreting customer experience information.
Experience in industry standard querying tools (SQL) preferred.
Previous experience working for or with healthcare payers preferred.
Knowledge of Clarity applications a strong plus.

Personal Attributes

Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
Holds self and others to exemplary standards through personal and professional accountability.
Exude a collaborative style with internal teams and external clients.
Strong interpersonal skills to interface effectively with clients and teams.
Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
Function well in a fast-paced environment.
Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
Enjoys working in a matrixed, team-based culture in support of client deliverables.
Aptitude to quickly learn and multi-task.
Outstanding telephone and email etiquette with excellent oral and written communication skills.

Physical Demands

Must be able to operate a computer and other office products (i.e., a computer printer).
Must be able to frequently communicate via varied communication apps and methods.

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