Client Management Associate

Remote - US 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 cultureand 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 outsidethe Pacific time zone are expected to work at least six hours between 8 amand 5 pm Pacific time each workday. We are looking for driven,creative,and passionate individuals to join in our mission. An inclusiveand diverse culture are key components of mental well-being inthe 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 designingand refining automatedand AI-assisted journeys that enable clients to self-serve,allowing them to obtain supportand configure Modern Health without reliance on 1:1 support.As part of the SMB Client Management team,you’ll drive program adoption, retention, nd growth by improving our pooled model infrastructure nd collaborating with cross-functional partnersnhance self-serve experiences nd bring customer insights back into the roadmap. Ideal candidates have prior experience in client management or operational roles, re comfortable working in tools like Zendesk, nd enjoy using data nd experimentation to improve automation nd 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, andsurface 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

risk, and uncover opportunities within accounts.

Collaborate cross-functionally with Product,

Operations, Sales, 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 /Role Requirements:

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 keen attention to detail ,

and are motivated to drive ongoing team improvement

Demonstrated ability

to operate autonomously in fast-paced environment , taking initiative with strong sense of urgency .

Strong interpersonal , relationship-building , listening skills .
Immigration sponsorship not available . Applicants must maintain work authorization without employer sponsorship .

Bonus Qualifications

Experience using help desk software , 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 coaches & 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 Plan & Financial Planning Benefit through Origin Financial Wellness Program .

but wait there’s more…! anual Wellness Stipend for overall well being items . n Hire Stipend for work-from-home setup costs . oad Squad Community : Virtual events ERGs , holiday themed activities , team-building events & more . thly Cell Phone Reimbursement . equal Pay for Equal Work Act Information : staring annual pay ranges based on remote work location zones : Zones : San Francisco Bay Area & New York City Metro All other California locations & Seattle WA All other New York locations ; All other Washington locations ; Washington DC ; Austin TX ; CT ; IL ; MA ; NH ; NJ ; OR ; RI ; VT 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 Ranges (USD) Zone 1 : $70 ,400 - $88 , 0 Zone 2 : $63 ,360 - $79 ,200 Zone 3 : $63 ,360 - $79 ,200 Zone 4 : $56 ,320 - $70 ,400 Compensation depends on qualifications/experience & may fall outside these ranges . Full-time employees eligible for equity program & benefits package . OTE may include base pay + commission at 100 % target achievement depending on role scope . EEOC identity information questions asked but categories do not reflect full range identities . Apply for this job indicates required field Quick Apply MyGreenhouse First Name Last Name Email Phone Country Phone Location (City) *