Client Services Specialist

Garner's mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

We’re looking for a Client Services Specialist who will be responsible for managing and supporting client accounts to ensure their satisfaction and retention. You will serve as the primary point of contact for clients, addressing inquiries, resolving issues, and facilitating solutions that meet their needs. This role will also support new client implementations and will require project management expertise, and the ability to effectively coordinate cross-functional teams and external stakeholders.. This role reports to the Director, Implementation and Client Services.

Responsibilities will include:

New Client Onboarding:

• Oversee project management for new client implementations from start to finish.
• Create and maintain project plans, ensuring all tasks are completed within the defined timelines and deliverables are met.
• Foster effective collaboration with cross-functional teams, such as Sales, Product Development, Account Management, and Integrations, to ensure a smooth implementation process and uphold client satisfaction.
• Collaborate closely with clients and Account Manager to capture and document their requirements, ensuring a thorough understanding of their business needs, and effectively communicating the value of our solutions.

Client Services and Support:

• Promptly address client inquiries or concerns, troubleshoot issues, prioritize tasks, collaborate with internal teams, deliver timely updates to stakeholders, and collect feedback to achieve resolution and ensure client satisfaction.
• Maintain accurate records of client interactions, transactions, and communications using CRM software or other tools.
• Coordinate the delivery of services and support to clients, ensuring high levels of client satisfaction.
• Proactively identify trends and mitigate risks that may impact client satisfaction or retention and propose innovative solutions to resolve challenges.
• Monitor service performance metrics and address any issues or concerns promptly to maintain service quality.
• Develop a comprehensive understanding of our products and services. Provide in-depth assistance to clients, educating them on features, functionalities, and best practices.
• Provide ongoing training, education, and support to ensure clients can effectively maximize the …