Senior Client Support Analyst

Why We Have This Role

As a Senior Client Support Analyst, you will serve as a frontline expert managing and coordinating a diverse portfolio of our most complex, strategic healthcare accounts. You will act as the primary subject matter expert for patient experience surveying, data collection workflows, and CAHPS® regulatory compliance. Working collaboratively across internal advisory, account, and technical teams, you will ensure client requests are executed accurately, target timelines are met, and system configurations deliver continuous value. If you are detail-oriented, passionate about client success, and excel at translating complex data needs into seamless support operations, this role offers an ideal fit.

How You’ll Find Success

• Domain & Compliance Expertise: Serves as a trusted subject matter expert on patient experience surveying, data collection methods, and CAHPS® compliance guidelines.

• Strategic Account Management: Methodically monitors, maintains, and adjusts product configurations across enterprise healthcare system portfolios.

• Autonomous Problem Solver: Fully owns processes for investigating, assessing, and managing critical client requests with minimal oversight.

• Quality & Data Focus: Analyzes client budget and contract details alongside data streams to design and execute precise survey distribution plans.

• Leadership & Mentorship: Acts as a mentor to new associates and leads cross-departmental projects to refine internal support processes.

How You’ll Grow

• Expand your technical mastery of healthcare survey distribution systems, data analytics, and regulatory compliance standards.

• Deepen strategic account management expertise while supporting C-suite and leadership contacts across major health systems.

• Enhance your internal leadership profile by spearheading cross-departmental process improvement initiatives.

• Develop advanced capabilities in mentoring, onboarding, and coaching team members.

Things You’ll Do

• Manage Strategic Portfolios: Direct ongoing maintenance, updates, and setup for patient experience solutions across complex, high-value client accounts.

• Ensure Regulatory Compliance: Audit, interpret, and advise client and account teams on recurring monitoring metrics to maintain CAHPS® data collection compliance.

• Collaborate & Educate: Partner with assigned Account Advisors to educate clients on data collection processes, participating in key client calls as needed.

• Lead Internal Improvements: Lead or co-lead at least one annual cross-departmental project focused on developing or refining operational support processes.

• Mentor Team Members: Act as a team resource, mentoring new associates and cross-training across product suites.

What We’re Looking For On Your Resume

• 2–4+ years of experience in a Client Support Specialist or similar client-facing role managing large, strategic accounts.

• Bachelor’s degree required.

• Proven proficiency with Microsoft Office (Excel, Word, Outlook).

• Demonstrated ability to analyze contract details, budgets, and multi-source data to create survey plans.

• Track record of managing complex client accounts independently with strong organizational skills and attention to detail.

What You Should Know About This Team

• Quality & Compliance Driven: We uphold the highest standards of data integrity and regulatory compliance for our client health systems.

• High-Touch Collaboration: We partner seamlessly with Advisors, technical specialists, and market leads to provide comprehensive client support.

• Mentorship & Growth Culture: We value knowledge sharing, self-paced learning, and active peer mentorship within the team.

• Adaptable & Fast-Paced: We thrive in an innovative, evolving environment, managing multiple client timelines and service level agreements.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Premium medical, dental, and vision insurance options for you and your dependents.

• Continuous Learning & Mentorship: Access to structured eLearning programs, professional development, and internal cross-training.

• Generous Paid Time Off: Comprehensive paid vacation, sick time, and paid company holidays.

• 401(k) Retirement Plan: Matching company contributions to help secure your long-term financial future.