Client Success Advocate

Summary

TouchCare is a healthcare concierge service that helps members navigate health insurance and the healthcare system. The Client Success Advocate supports employer clients and broker partners by coordinating deliverables, reporting, implementations, renewals, client communications, and relationship-management activities. The role also maintains client data, analyzes engagement metrics, and contributes to client satisfaction, retention, and process improvement.

Responsibilities

• Support Client Success Managers in managing a portfolio of employer clients and broker partners
• Serve as a day-to-day point of contact for client requests, questions, and administrative needs
• Coordinate client communications, follow-ups, and meeting logistics
• Ensure timely resolution of client inquiries by collaborating with internal stakeholders
• Maintain accurate client records and documentation
• Prepare client reports, presentations, meeting materials, and quarterly business reviews
• Track client deliverables, action items, and project timelines
• Assist with implementation and onboarding activities for new clients
• Monitor client engagement metrics and identify opportunities for increased utilization
• Support renewal processes and contract administration
• Partner closely with Client Success, Member Services, Sales, Product, Operations, and Marketing teams
• Coordinate internal resources to ensure client commitments are met
• Escalate client concerns appropriately and follow through to resolution
• Assist in gathering client feedback and communicating insights internally
• Maintain client data within CRM and internal systems
• Analyze utilization and engagement data to support client success strategies
• Generate routine reports and dashboards for internal and external stakeholders
• Ensure accuracy and integrity of client information
• Identify opportunities to improve processes, workflows, and client experiences
• Assist in documenting and maintaining standard operating procedures
• Contribute to initiatives that support client retention, satisfaction, and growth

Skills

• Bachelor's degree or equivalent experience
• 1–3 years of experience in Client Success, Account Management, Customer Success, Healthcare Operations, Project Coordination, or a related field
• Strong organizational and project management skills
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint
• Ability to manage multiple priorities in a fast-paced environment
• Exceptional attention to detail
• Experience in healthcare, employee benefits, navigation, advocacy, or health-tech environments
• Experience working with CRM systems (Salesforce preferred)
• Familiarity with client reporting and data analysis
• Experience supporting employer clients and broker relationships

Qualifications

Must Haves

• Bachelor's degree or equivalent experience
• 1–3 years of experience in Client Success, Account Management, Customer Success, Healthcare Operations, Project Coordination, or a related field
• Strong organizational and project management skills
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint
• Ability to manage multiple priorities in a fast-paced environment
• Exceptional attention to detail

Nice to Haves

• Experience in healthcare, employee benefits, navigation, advocacy, or health-tech environments
• Experience working with CRM systems (Salesforce preferred)
• Familiarity with client reporting and data analysis
• Experience supporting employer clients and broker relationships

Benefits

• Remote work option (Hybrid/In-Office as required)