Customer Success Specialist- Ascent- Hybrid- St Louis

The Technical Customer Success Specialist is responsible for ensuring our customers' success by providing training and exceptional technical support. This individual will need to become a super user for Ascent platforms in order to provide accurate and helpful technical information to customers and collaborate closely with multiple teams inside and outside of the organization to address technical customer needs and ensure customer satisfaction. The Technical Customer Success Specialist will support our customers and the Ascent Operations leadership with multiple activities including, but not limited to:

• Respond to customer inquiries promptly and resolve technical issues by collaborating with cross-functional teams, including the development teams, all internal Ascent teams and pharmaceutical companies in a timely and efficient manner.
• Collaborate with the users regarding the data analytics and insights that they have access to within the respective tool.
• Support data services users to ensure depth of understanding of insights provided by the respective tool and assist in ad hoc reporting complexities.
• Create training materials and lead new user and ad-hoc trainings to support the customer's experience.

• Support on the testing of new features to ensure a successful launch of the features into the respective platforms, as well as testing solutions to any reported bugs.
• Send and analyze customer satisfaction surveys, to provide valuable insights that improves our customer success processes and procedures.

Major responsibility areas of the job:

1. Respond to customer inquiries and resolve technical issues by collaborating with cross functional teams

2. Guiding users on data insights and reporting complexities from the respective tools

3. Create training materials and lead new user and ad-hoc trainings to support the customer's experience

4. Support on the testing of new features to ensure a successful launch of the features into the respective products, as well as testing solutions to any reported bugs.

5. Send and analyze customer satisfaction surveys, to provide valuable insights to improve our customer success processes and procedures

Requirements/Qualifications:

Bachelor`s degree or equivalent experience

At least 2-3 years of relevant experience in a (Technical) Customer Service or Training, (Technical) Customer Success, IT support role within matrix-organizations.

Communication and coaching skills

Customer- first mentality

Cross functional coordination and communication

Judgement/problem solving.

Problem solving

Ability to work independently.

Technical knowledge of data analysis tools

Proficiency with Office365 (Word, Outlook), Report configuration knowledge in Business Intelligence software (Tableau, PowerBI, Cognos,

Qlik), Microsoft Excel (Data Analysis, Pivot Tables), PowerPoint (Slide creation and presentation)

*This is a hybrid position and will require the ability to work on site in our St. Louis, MO office a few days a week

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.