Sr Client Success Specialist
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Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.
Role Summary
The Senior Client Success Analyst supports Client Success Managers by coordinating tactical execution and ensuring all operational elements are aligned for successful client onboarding. Acting as a project lead, this role balances tactical execution with cross-functional collaboration, translating client needs into actionable implementation plans. This role bridges the gap between planning and execution, ensuring readiness and quality across deliverables.
Key Duties and Responsibilities
· Lead and support the day-to-day execution of implementation plans for assigned clients.
· Assist in preparing for client meetings, including documentation, reporting, and file collection.
· Gather, analyze, and validate client requirements to ensure accurate solution delivery.
· Coordinate with SMEs to validate data, test outputs, and document outcomes.
· Identify and escalate risks or issues to implementation managers.
· Track progress against implementation checklists and timelines.
· Maintain project documentation, risk logs, and communication plans.
· Communicate project progress, risks, and changes to internal stakeholders and clients.
· Support continuous improvement efforts in onboarding processes and contribute to team knowledge-sharing.
Required Skills & Experience:
· 3–4 years in a client implementation, client onboarding, or project management roles.
· Strong attention to detail and proactive planning skills.
· Experience in cross-functional coordination and internal communication.
· Experience managing medium-complexity client programs or workstreams.
· Ability to communicate effectively with clients and cross-functional teams.
· Proficiency in project tracking tools and Excel (PivotTables, formulas).
· Proficiency in Microsoft Office Suite (Microsoft Excel, PowerPoint, and Project).
· Familiarity with healthcare operations and client onboarding or regulated industry processes preferred.
· Out of area travel may be required.
· Bachelor’s degree required or equivalent years of experience.
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.