Client Management Associate at Modern Health

United States

$56.32k - $88k

Modern Health Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey. Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female-founded company in the U.S. to reach Unicorn status. More about our culture and what you can expect when you join the team: “It Takes a Village” culture. Modern Health has a unique and unabashed culture centered around high empathy and high accountability - with a drive to win. We are energized by bringing together the best talent in the industry to achieve audacious goals focused on making mental health a strength and priority for all. We have an obsession to win. We are highly ambitious and passionate about the work that we do. We take pride in delivering excellence and our personal best and we continuously innovate to uniquely solve our customers’ needs. We are accountable and can rely on each other. We are a team and hold ourselves and each other accountable. We believe in transparent communication and continuous feedback to foster a culture of trust, reliability, and growth. We demonstrate empathy. We have a supportive and diverse culture where we bolster and uplift each other as we pursue our lofty goals. We encourage selflessness and a willingness to support others, fostering a collaborative and respectful environment. We exhibit a bias towards action. This is a fast-paced environment. We jump into problems and initiate solutions. We empower our people to make decisions and experiment, iterate, and repeat until we get it right. Modern Health is a fully remote workforce and a hyper-growth company that is often recognized for its excellence, winning awards such as World’s Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well-Being Trailblazer Award. To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—US based team members who live outside the Pacific time zone are expected to work at least six hours between 8 am and 5 pm Pacific time each workday. We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you! The Role Day to day, you’ll support our SMB customers through scalable channels while designing and refining automated and AI-assisted journeys that enable clients to self-serve, allowing them to obtain support and configure Modern Health without reliance on 1:1 support. As part of the SMB Client Management team, you’ll drive program adoption, retention, and growth by improving our pooled model infrastructure and collaborating with cross-functional partners to enhance self-serve experiences and bring customer insights back into the roadmap. Ideal candidates have prior experience in client management or operational roles, are comfortable working in tools like Zendesk, and enjoy using data and experimentation to improve automation and self-serve experiences. You are a proactive self-starter who can independently identify opportunities to reduce manual work, improve response quality and consistency, and scale our impact—while staying grounded in our mission to expand access to mental health care. This role reports into the Director of Client Management. This position is not eligible to be performed in Hawaii. What You’ll Do Provide frontline client support via Zendesk: respond to client questions and requests, triage and escalate as needed, leverage and improve macros/knowledge base content, and surface patterns and insights to drive timely, accurate resolutions. Partner closely with the Rev Ops Associate to maintain, monitor, and enhance automated client journey programs that enable clients to self-serve. Monitor customer health using data-driven metrics to identify and escalate risk, and uncover opportunities within accounts. Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive successful adoption of Modern Health. Manage escalations and complex client needs with patience, professionalism, and clear communication. Organize and lead client product demos for members to drive understanding and engagement. Support the SMB Client Manager by preparing data, insights, and materials for client conversations and strategic reviews. Who You Are 2+ years in a support agent or similar client support role at a technology or healthcare company East Coast based (Eastern Time) Experience working with cross-functional groups and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc. Excitement for building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement Demonstrated ability to operate autonomously in a fast-paced environment, taking initiative with a strong sense of urgency. Strong interpersonal, relationship-building, and listening skills Bonus Qualifications Experience using help desk software and remote support tools Previous HR, benefits or healthcare experience Benefits Fundamentals: Medical / Dental / Vision / Disability / Life Insurance High Deductible Health Plan with Health Savings Account (HSA) option Flexible Spending Account (FSA) Access to coaches and therapists through Modern Health's platform Generous Time Off Company-wide Collective Pause Days Family Support: Parental Leave Policy Family Forming Benefit through Carrot Family Assistance Benefit through UrbanSitter Professional Development: Professional Development Stipend Financial Wellness: 401k Financial Planning Benefit through Origin But wait there’s more…! Annual Wellness Stipend to use on items that promote your overall well being New Hire Stipend to help cover work-from-home setup costs ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more Monthly Cell Phone Reimbursement Equal Pay for Equal Work Act Information Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role. Zone 1: San Francisco Bay Area and New York City Metro Zone 2: All other California locations and Seattle, WA Zone 3: All other New York locations, All other Washington locations, Washington DC, Austin, TX, CT, IL, MA, NH, NJ, OR, RI, VT Zone 4: All other Texas locations, AL, AK, AZ, AR, CO, DE, FL, GA, HI, ID, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, PA, SC, SD, TN, UT, VA, WV, WI, WY Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information. Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. Zone 1 $70,400—$88,000 USD Zone 2 $63,360—$79,200 USD Zone 3 $63,360—$79,200 USD Zone 4 $56,320—$70,400 USD Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.