Client Success Advocate

About TouchCare

TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.

Client Success Advocate

TouchCare

Position Summary

The Client Success Associate (CSA) plays a critical role in supporting TouchCare's employer clients and ensuring a seamless client experience throughout the customer lifecycle. This individual serves as a key operational partner to the Client Success team, helping coordinate client deliverables, manage reporting and administrative activities, support renewals and implementations, and drive overall client satisfaction.

The ideal candidate is highly organized, detail-oriented, proactive, and passionate about delivering exceptional service in a fast-paced healthcare environment.

Key Responsibilities

Client Support & Relationship Management

• Support Client Success Managers in managing a portfolio of employer clients and broker partners.
• Serve as a day-to-day point of contact for client requests, questions, and administrative needs.
• Coordinate client communications, follow-ups, and meeting logistics.
• Ensure timely resolution of client inquiries by collaborating with internal stakeholders.
• Maintain accurate client records and documentation.

Client Operations & Administration

• Prepare client reports, presentations, meeting materials, and quarterly business reviews.
• Track client deliverables, action items, and project timelines.
• Assist with implementation and onboarding activities for new clients.
• Monitor client engagement metrics and identify opportunities for increased utilization.
• Support renewal processes and contract administration.

Cross-Functional Collaboration

• Partner closely with Client Success, Member Services, Sales, Product, Operations, and Marketing teams.
• Coordinate internal resources to ensure client commitments are met.
• Escalate client concerns appropriately and follow through to resolution.
• Assist in gathering client feedback and communicating insights internally.

Data & Reporting

• Maintain client data within CRM and internal systems.
• Analyze utilization and engagement data to support client success strategies.
• Generate routine reports and dashboards for internal and external stakeholders.
• Ensure accuracy and integrity of client information.

Continuous Improvement

• Identify opportunities to improve processes, workflows, and client experiences.
• Assist in documenting and maintaining standard operating procedures.
• Contribute to initiatives that support client retention, satisfaction, and growth.

Qualifications

Required

• Bachelor's degree or equivalent experience.
• 1-3 years of experience in Client Success, Account Management, Customer Success, Healthcare Operations, Project Coordination, or a related field.
• Strong organizational and project management skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional attention to detail.

Preferred

• Experience in healthcare, employee benefits, navigation, advocacy, or health-tech environments.
• Experience working with CRM systems (Salesforce preferred).
• Familiarity with client reporting and data analysis.
• Experience supporting employer clients and broker relationships.

Success Measures

• Client satisfaction and responsiveness.
• Accuracy and timeliness of client deliverables.
• Effective support of onboarding and renewal activities.
• Strong internal collaboration and follow-through.
• Contribution to client retention and engagement goals.

Core Competencies

• Client-centric mindset
• Relationship building
• Communication skills
• Organization and attention to detail
• Problem solving
• Accountability
• Collaboration
• Adaptability

Location: Stamford, CT Shrewsbury, NJ OR Remote  (Hybrid/In-Office as required)

Reports To: CCO or Client Success Manager

Department: Client Success