Associate, Client Engagement

Laudio is a fast-paced, high-energy digital health AI startup looking for a dynamic team member to support our diverse client base while contributing to Laudio’s long-term strategic user engagement vision.

Reporting to the VP of Client Delivery and Operations, Laudio’s Associate, Client Engagement (CEA) will support initiatives across the client base aimed at deepening user engagement with the Laudio platform.  A Laudio CEA is a hands-on, process-oriented person who manages all aspects of the user relationship, from support ticketing, to specific adoption initiatives, to executive reporting. They will work alongside Client Engagement Managers and Directors to ensure successful adoption of the Laudio platform and will support initiatives designed to deepen user value over time. A Laudio CEA also supports a number of internal team processes, ensuring that functional colleagues have the support they need to drive and scale internal initiatives. These core job functions should be executed with a forward-thinking mindset of how to build, scale, and refine the user engagement process. Laudio CEAs are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and meeting organizational metrics, while delighting our clients and contributing to overall team success.  

Responsibilities include:

• Be the first line of defense for our users by providing timely, professional and empathetic support by owning our support ticketing process 
• Triage,troubleshoot and resolve platform issues, escalating when necessary to appropriate internal teams  
• Become an expert on the Laudio platform and act as a resource for client’s technical and functional questions
• Track, document and manage support cases from initiation to resolution, ensuring high levels of client satisfaction
• Identify trends in client feedback and user data and collaborate with Product, Engineering and Client Engagement teams to improve the platform and user experience 
• Co-own the creation and maintenance of support dashboards and visualizations in HubSpot to help the business better understand areas for improvement
• Work jointly with other Client Engagement team members to build better internal and external processes and operations to improve the experience for all users over time
• Play a part in the buildout, design, and enhancement of content creation for automated user-outreach. Analyze key performance metrics to drive outreach best practices, maximize open rate, and deliver Laudio value
• Provide multimodal support for users, including development of tip sheets, videos etc.
• Support 1-on-1 and small group user trainings, helping to educate our users on the functionality of the Laudio platform
• Preparing Reports and Presentations:
• Collect and analyze data for client and internal reports, progress updates, or presentations
• Document Management:
• Organize and maintain client files, contracts, and other important documents
• Project Management Assistance:
• Track the status of ongoing projects and ensure smooth project execution
• Event Coordination:
• Organize client events, on-sites, and webinars, including materials, logistics, invitations, and follow-ups

Key metrics

• Timely resolution of support tickets consistent with Laudio’s SLAs
• Completion and certification of Laudio Leadership Lab content
• Completion of appropriate Hubspot training
• On-time delivery of reports to clients
• Timely meeting scheduling and admin support for CEMs, SDMs, and CEDs.

Requirements include:

• 1-3 years of experience in a client support, customer success, or client service role, preferably in a SaaS environment 
• Experience handling support tickets through a help desk platform (e.g. Zendesk, Freshdesk, Intercom or similar)
• Strong troubleshooting, problem-solving and communication skills (written and verbal)
• Self-driven with the ability to manage multiple client issues and priorities in a fast-paced, remote-first work environment
• Empathetic, customer-first mindset with a genuine desire to help people
• High attention to detail and excellent organizational skills
• Strong Excel and data manipulation skills, and familiarity with common tech industry tools (Jira, Confluence, Slack, Canva, HubSpot, Wrike, etc)
• Ability to travel up to 15% to client sites
• Flexibility on meeting timings - the ability to take occasional meetings earlier in the day or later in the evening (7am EST or 8pm EST)

Bonus points if you have:

• Familiarity with SaaS implementation and adoption methodologies
• Experience working in the healthcare space or on a healthcare SaaS solution

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer in various environments with multiple distractions.
• Must be able to travel. 

Travel: 10-15%

Status: Full-time/Exempt

Location: US-Remote (must work in EST or CST timezones)