Senior Client Support Analyst

Company Description Meridian Softworks is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees. Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success. Our Mission: We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. Our Values: To put Human Experience at the heart of organizations so every person can be seen and understood. Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. Dare to innovate: We challenge the status quo with creativity and innovation as our true north. Better together: We check our egos at the door. We work together, so we win together. The Senior Client Support Analyst is a client-facing position. The position works with a number of established strategic client accounts, and is responsible for managing, coordinating, and monitoring all aspects of a diverse client portfolio. This person is the subject matter expert for patient experience surveying and data collection processes. The Sr. Client Support Specialist ensures that client requests are completed in a timely manner, that CAHPS® data collection compliance is maintained, and also works collaboratively with external and internal teams to problem solve and fully support the client. Duties and Responsibilities Provides expertise to clients and account team to educates customers on patient experience surveys and data collection processes and communicates regularly with the Advisor assigned to the account. Participates in client calls as necessary. Audits, interprets, and provides advice based on recurring monitoring and maintenance metrics to ensure client compliance with government-required data collection. Monitors, maintains and makes adjustments to all patient experience products and services for a portfolio consisting primarily of Meridian Softworks ’s most complex, strategic health care system accounts. Prioritizes workload and manages timelines to meet client target dates for projects and for internal service level agreements. Informs and advises client and internal Meridian Softworks account team of progress on client projects and requests. Serves as SME resource for internal teams. Facilitates a collaborative team environment for both internal and external clients. Provides ongoing support for new and existing products. Contributes annually to at least one cross-departmental internal project around developing/improving processes, acting as lead or co-lead. Cross trains as needed for exposure to Meridian Softworks products. Qualifications Bachelor’s degree is required. Minimum 2-4 or more years’ experience in Client Support Specialist role, having demonstrated ability to manage large, strategic customer accounts Excellent written and verbal communication skills are required. Proficiency with Microsoft Office (Excel, Word, Outlook, etc.) Demonstrated ability to analyze multiple data sources, including client’s budget and contract details, to create and execute a survey distribution plan. Demonstrated quality-focus, with strong organizational skills and attention to detail, and ability to prioritize work and manage time effectively. Proven ability to manage complex and strategic client accounts. Fully owns processes for assessing, investigating, and managing key client requests with little or no oversight. Displays passion for work and is motivated to learn on the job from other team members and by self-paced eLearning. Able to serve as a mentor to new associates and act as a leader within the team