Job Description:
• Design, maintain, and enhance client-facing reporting templates for ABRs, QBRs, and other client presentations.
• Evaluate third-party CRMs, analytics platforms, and workflow tools to improve automation and operational rigor.
• Improve and optimize Tableau data sources and dashboards to increase accuracy, reliability, and efficiency.
• Liaise between Client Success and BI/Product teams to define reporting needs and develop enhancements that make dashboards more intuitive and actionable.
• Translate complex data into clear, actionable insights that empower Client Success Managers and strengthen client storytelling.
• Provide insights-driven support for Carrum’s largest enterprise clients, including ad hoc data requests and deep-dive analyses.
• Create and improve operational procedures and workflows that enhance efficiency across CS operations.
• Lead implementation, configuration, rollout, and ongoing management of new tools, including documentation, enablement, and training.
• Serve as the internal subject-matter expert on CS tools, reporting systems, and operational processes.
• Partner with Finance to automate workflows and develop consistent, templated reporting.
• Lead or support cross-functional initiatives with Billing, Legal, Provider Operations, and others to streamline workflows and enhance the overall client experience.
• Identify opportunities to reduce operational inefficiencies and strengthen data integrity across the organization.
• Develop and maintain documentation, playbooks, process standards, and instructional materials to ensure consistent execution and scalable team practices.
• Create and implement instructional materials, training modules, and courses for internal CS teams and clients—covering topics such as interpreting report data, generating meaningful client insights, and presenting data effectively.
Requirements:
• 5-8+ years of experience in Client Insights, Client Success Operations, Business Operations, Data Analytics, Training/Enablement, or a related field (healthcare experience a plus).
• Experience designing training programs, curriculum, or instructional materials—preferably within a technical, data-driven, or client-facing environment.
• Strong background in BI/reporting tools with expertise in Tableau (Looker, Power BI, or similar also beneficial).
• Experience evaluating, implementing, or administering CRM and workflow platforms (Salesforce, HubSpot, Gainsight, or similar).
• Demonstrated ability to manage complex, cross-functional projects from scoping to execution.
• Experience working with enterprise clients and supporting high-stakes client engagements.
• Advanced Excel/Google Sheets skills; SQL or strong data analysis experience a plus.
• Exceptional analytical and communication skills—the ability to turn data into insights and insights into compelling narratives.
• Highly organized, detail-oriented, and able to manage multiple initiatives simultaneously.
• Comfortable working in a dynamic, fast-paced environment with evolving priorities.
Benefits:
• Stock option plan
• Flexible schedules and remote work
• Chicago and San Francisco offices available
• Self-managed vacation days, within reason
• Paid parental leave
• Health, vision, and dental insurance
• 401K retirement plan
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