Client Success Associate

Job Description

Our Mission At Big Health, our mission is to help millions back to good mental health by providing fully digital, non-drug options for the most common mental health conditions. Our digital therapeutics — Sleepio for insomnia, Daylight for anxiety, and Spark Direct for depression — provide treatment anytime, anywhere. In pursuit of our mission, we’ve pioneered the first at-scale digital therapeutic business model, in partnership with some of the most prominent global healthcare organizations, including CVS Health and the UK’s NHS. Through product innovation, robust clinical evaluation, and a commitment to equity at scale, we are designing the next generation of medicine and the future of mental health care. Our Vision Over the next 5-10 years, digital therapeutics (DTx) will transform the delivery of health care worldwide, providing access to safe and effective evidence-based treatments to billions. Big Health is in a prime position to take the lead in this transformation. Big Health is a remote-first company, and this role can be based anywhere in the US. We encourage you to apply even if you don’t meet 100% of the job requirements. Join us. The Client Success Associate owns the relationship and management of a portfolio of Big Health's small and mid-sized employer clients, with the goal of supporting enrollment and expanding engagement with our products. This individual will also support the overall Client Success team, ranging from (but not limited to) assisting with enrollment marketing campaigns, reporting, and developing slide presentations. The ideal candidate is willing to learn from their peers, able to adjust to rapidly evolving environments, and isn't afraid to ask questions, leading with curiosity!

Job Responsibilities:

• Build strong relationships with clients to become a trusted partner & advisor in supporting the mental health of client populations through utilization of Big Health’s products and offerings.
• Manage and resolve day-to-day customer inquiries including eligibility, support of enrollment marketing materials, invoicing, member support inquiries, and workflows
• Support implementations and customer operations by actively managing action items and responding to client communications in a timely manner
• Identify opportunities to help clients expand engagement of our products within their populations
• Generate, customize, and analyze client level reporting. Reporting support may include reporting on small and mid sized clients around member engagement and clinical outcomes
• Become a product expert and internal champion for clients as we improve our products

Required Skills and Experience:

• At least 1 year of enterprise account management experience
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with different stakeholders to resolve issues
• Strong empathy for customers and their success
• Ability to manage deadlines and prioritize in a fast paced environment
• Strong attention to detail
• Outstanding written and verbal communication skills
• Growth mindset and willingness to partner and learn from your peers
• Desire to develop presentation and storytelling capabilities through PowerPoint
• An interest in healthcare, healthtech, & mental health, and a passion for directly improving peoples’ lives

Life at Big Health:

• Join a diverse team of all backgrounds, we’re proud to be an equal opportunity employer
• Autonomy over your work and freedom to input
• Enjoy a clearly structured personal review and development program
• Quarterly happiness survey that we use to ensure we’re creating a healthy and happy workplace for ourselves
• Fund for spending on personal happiness
• Regular team and company events
• Generous vacation and maternity/paternity policy
• Competitive salary and equity package

More Background on Big Health:

• Backed by leading venture capital firms, Index Ventures, Octopus Ventures, and Kaiser Permanente Ventures
• With offices in London and San Francisco, Big Health’s products are used by large multinational employers and major health plans to help improve sleep and mental health. To date, more than 12 million people across 60+ countries have access to Sleepio or Daylight

$75,000 - $85,000 a year Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Additional compensation may include benefits, variable pay, discretionary bonuses and equity. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The pay scale is subject to change depending on business needs. Because we are on a mission to bring millions back to good mental health, we believe it’s essential to reflect the diversity of those we intend to serve . We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect. Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Big Health participates in E-Verify and will provide the federal government with Form I-9 information from all new employees to confirm that they are authorized to work in the U.S. Big Health does not use E-Verify to pre-screen applicants. Apply for this job