Apervita Customer Success Associate in Chicago, Illinois
With wasteful healthcare spending in the U.S. estimated at $935 billion, we take our role as a healthcare innovator very seriously. Simply put, Apervita is on a mission to change the face of healthcare. We intend to do this by continuously improving the value of healthcare delivery through performance, measurements and insights.
Recognized as the trusted source for performance measurement through our proprietary cloud-based rules engine, we address the complexities of an industry transitioning to accountable-based care arrangements. Serving one of the nation?s largest regulatory organizations, more than 1-in-2 U.S. hospitals and several nationally recognized health plans, Apervita conducts more than 10 billion value-based computations annually, providing vital insights that enable collaboration, build trust and advance value-centric care.
As we move into our next phase of growth, we?re looking for smart, passionate and fearless professionals to help us pursue our mission. We?ve earned the trust of our investors, including Optum Ventures, Baird Capital, Pritzker Group Venture Capital and Math Venture Partners, to further grow and scale our business in 2020. We?ve also been recognized as an industry leader by Gartner, CIOReview, Healthcare Tech Outlook, and Healthcare Informatics. Always in search of the next ?first,? Apervita was recently named the first company to certify electronic clinical quality measures from the National Committee for Quality Assurance (NCQA) using our proprietary clinical quality language (CQL) ingestion engine. This is a huge step forward in healthcare quality innovation and an indication of where we?re headed. We?re clearly on the cusp of something big and bold and can?t wait to see what happens next.
As a Customer Success Associate, you will play a critical role in providing best-in-class support to Apervita customers and will serve as the frontline in their interactions with Apervita. A typical day will consist of responding to customer support tickets and emails, educating customers on our product, working with internal teams on product requirements or special projects and helping to build out best practices for customer success and support.
Serve as initial point of review for inbound customer issues and requests via multiple channels (tickets, emails, calls) and efficiently research, resolve, and/or triage customer requests
Identify and track customer issues and complaints to ensure transparency and improve the customer experience
Develop a thorough understanding of Apervita products and identify gaps to improve technology, workflow and cross-functional communication
Execute against the strategic account plan for each assigned customer, working closely with Customer Success Managers, Implementation Project Managers and other team members, as needed
Closely collaborate with the Customer Success Team and customer stakeholders to determine key customer metrics for success and deliver on customer service & solutions across the product portfolio
Assist in the management of health and growth of existing customer business
Serve as the ?voice of the customer? in internal conversations
Lead or participate in special projects in coordination with Customer Success Managers or when working cross-functionally with other team members
BS/BA or equivalent work experience required
Demonstrated experience in customer success, customer support, account management, sales or other closely related fields with customer exposure
Deep experience resolving customer issues and requests
Proficiency with Microsoft 365® (Word, Excel, Outlook, PowerPoint)
Strong verbal and written communication skills
Technical, detail-oriented, excellent organizational skills, ability to analyze and synthesize data and the ability to prioritize demands to meet deadlines
Collaborative and able to thrive within a dynamic, fast-moving business
Healthcare and/or startup experience is a plus
Health Insurance | Covers employee, spouse or domestic partner, and family (Blue Cross Blue Shield of IL Medical & Vision and Guardian Dental)*
PTO | Employees are encouraged to take the time that they need to maintain work-life balance
Sanity Days | Days to break away from the office to reset your mental well-being
Parental Leave/New Child Bonding | Twelve weeks of 100% paid leave (birth, adoption [excluding adoption through marriage] or foster care)*
Scheduled Company Holidays | New Year?s Eve & Day, Memorial Day, Juneteeth, Fourth of July, Labor Day, Thanksgiving Day & the day after, Christmas Eve & Day
401(k) Plan & Match | Employee and employer contributions are 100% vested; company match of 1.5% of eligible compensation, annually (subject to board approval)
Long-Term Disability (LTD), Short-Term Disability (STD) and Accidental Death & Dismemberment (AD&D) Insurance | Company funded
Flexible Spending Account (FSA) | Pre-tax employee contributions to help pay health expenses
Commuter Benefits | Company paid commuting expenses, up to $265/month
Work-From-Anywhere (WFA) | Apervita is a WFA company. We utilize today?s tools to keep teams coordinated, up-to-date and engaged. We balance working from anywhere, including our office locations, with getting the company and/or teams together for socializing and collaborating. We aim to maintain a number of physical company locations (including Chicago HQ) to offer meeting venues and provide space for those who choose to work in the office on a full- or part-time basis. Managers may occasionally request in-person meetings; these travel-related expenses are reimbursed by the company.
*Eligibility subject to Apervita policy and procedure: Medical coverage begins on the first of the month after hire; vision and dental coverage begin after 60 days; parental leave complies with Family and Medical Leave Act eligibility, beginning after one year of employment.