Client Experience Associate

Aduro Redmond , WA 98052

Posted 2 weeks ago

This solution-oriented, collaborative, and reliable individual will support the client experience team in delighting our customers by working cross-functionally across departments to ensure service excellence. The Client Experience Associate plays an integral part in ensuring quality service delivery by acting as a consultative partner to the Client Experience Manager conducting root cause analysis, resolving member and customer issues, as well as regular tracking of client operational metrics.

Who We Are

Aduro is a Human Performance company, existing at the intersection of well-being and performance. We unlock human potential in the workplace by providing expert coaching, interactive content, meaningful incentives and personalized insights in a fun, inspiring way. This helps to ignite cultures, create inclusivity, and build social connections that promote growth and flourishing of people in life and work.

Our ultimate goal is to build a trusted relationship with each client and foster executive buy-in to build solutions that connect the values and cultures of the organizations we serve to the power of Aduro's Human Performance approach. We do this through open and candid communication focused on problem-solving, improvement, and collaborative co-development of innovation and ideas.

Responsibilities

  • Support Client Experience Managers in the day-to-day execution of excellent client service delivery
  • Coordinate the delivery, tracking and monitoring of client program requirements such as performance guarantees and updating program pages
  • Support service delivery by helping to resolve client-specific escalations; proactively monitor and ensure satisfactory resolution of client specific escalations
  • Build relationships cross-departmentally to raise and troubleshoot issues
  • Coordinate reports, project tracking, activities and account plans
  • Utilize Salesforce and Domo to track key performance indicators, assist with tracking of renewal and upselling opportunities, and running regular reports
  • Serve as an escalation point for Member Experience on for complex member needs
  • Escalate issues internally when appropriate
  • Regular and predictable attendance
  • Other duties as assigned

Requirements

  • Excellent and professional written and verbal communication skills
  • Incredible attention to detail
  • Ability to learn quickly and adapt
  • Proficient in the Microsoft Office suite (Word, Outlook, PowerPoint, Excel) and Salesforce
  • Ability to be self-directed in prioritization of work and managing multiple projects simultaneously
  • Resourceful, resilient, and comfortable with ambiguity
  • Experienced problem-solver
  • Comfortable with emerging technologies and adept at using cloud-based programs
  • 1-3 years of relevant client or customer service experience
  • Bachelors degree or equivalent of education and experience

Benefits

Aduro offers a comprehensive suite of benefits including medical, dental, vision, short- and long-term disability, 401k plans with company match, life insurance, student loan repayment support and discounted pet insurance. We also believe that work/life balance is important and have a flexible vacation policy for full time team members.

Location. Our beautiful office is situated in the heart of Redmonds vibrant downtown retail district. Within blocks, you can grab coffee or pop into one of many restaurants around the corner. Our office was custom designed with an outdoor patio that gets plenty of use in the warmer months (including a Bocce ball court which we utilize during the summer for a company-wide tournament).

Community. We are avid Zoom collaborators until we can be together again in our office space. Our community fosters collaboration, so be ready to converse and let ideas percolate! Aduro believes diversity is a necessary element to our success as a business. We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives and skills; we want you to bring your verve!

Food + Beverage. When we are in the office, our kitchen is stocked with delicious, healthy food and beverages to keep snack attacks and coffee cravings at bay. And when the afternoon calls for it, we have the makings for a fun-filled happy hour.

We, at Aduro, LLC. pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation or religion. Aduro, Inc. values diversity in our team and is committed not only to our legal obligations, but also to the positive promotion of equality in all aspects of employment: Aduro, LLC. is an EEO employer.

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Client Experience Associate

Aduro