Overview
How you can make a difference
The ESM role is a critical position responsible for the day-to-day management, development, and performance of a client-facing team that supports implementation and ongoing service delivery. Key responsibilities include process improvement initiatives, cross-functional partnership, and ensuring operational goals and service level commitments are met.
What you’ll be doing
- Evaluate and implement AI-based solutions to improve operational efficiency, client experience, and product capabilities.
- Represent (CIS) in cross-functional and organizational projects such as product buildout and rollout, BR(Business Readiness) and GTM (Go-To-Market) activities, and EPMO (Enterprise Project Management Office)projects.
- Engage in defining product or process improvements, considering impacts on operational activities.
- Support leadership and Solution Managers in development activities, focusing on skills expansion and coachingteam members and engage in creative solutioning for operational impacts and consider extended impacts onmarketing, documentation, operations, servicing, and client experience.
- Serve as a subject matter expert (SME) and mentor within the CSE (Customer Success Engineering)organization, offering consultation, client assistance, and research support.
- Provide resource support for Solutions Engineering with platform, product, and process expertise.
- Dive deeper into details required to execute solutions, including configuration, implementation, integration, andservicing.
- Serve as SMEs to help drive custom workstreams and identify impacts on other areas of integration, includingfiles, configuration, implementation lifecycle and timeline, scalability in the SMB (Small and Medium Business)space, and renewal considerations.
- Provide support on complex client or partnership implementations.
- Represent the organization in finalist meetings, providing demo assistance and showcasing product expertise,ensuring clients understand the value and functionality of the product.
What you will need to be successful
Education and Experience:
- Bachelors degree in related field, or equivalent work experience
- 5+ years of experience with special projects, possesses project management skills and effective project tracking
Specialized Knowledge, Skills, and Abilities:
- Experience working with diverse administrators preferred
- Strong consultation skills with the ability to engage internal stakeholders effectively.
- Excellent communication skills, capable of explaining complex technical details in an understandable manner.
- Experience in managing and contributing to complex cross-functional projects.
- Ability to deliver solutions that enhance client satisfaction and operational efficiency.
- Ability to consider and manage impacts on timelines, workflows, and operational activities.
- Proven track record of supporting leadership in development activities.
- Experience in coaching and mentoring team members, fostering a culture of continuous learning and improvement.
- Experience in developing and maintaining communication channels and standards to support cross-functional interactions.
- Strong problem-solving skills with a creative approach to addressing operational impacts.
- Ability to foresee and with minimal leadership support manage extended impacts on various functions such as training, reporting, governance, solutioning, and sales support.
#LI-Remote
This is a remote position.
Salary Range$87,500.00 To $106,000.00 / year
Benefits & Perks
The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:
- Medical, dental, and vision
- HSA contribution and match
- Personal and healthcare financial literacy programs
- Ongoing education & tuition assistance
- Gym and fitness reimbursement
- Wellness program incentives
Onboarding & Travel
This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
