Apostrophe is building the health plan that can fix America.

The largest, most innovative self-insured employers have figured out how to cut 40% from their healthcare costs. Our Intelligent Health Benefits Platform makes their best practices plug-and-play for the other 80% of US employers who self-insure their health benefits. In an industry defined by complexity, opacity and indifference — Apostrophe is delivering simplicity, transparency and love.

We seek fresh ideas, new perspectives, a diversity of experiences and a dedication to delight that will help us better meet the needs of the many people and businesses that rely on us every single day. Learn more about our values.

Who You Are

You’ll serve as the primary relationship owner for an assigned group of client accounts, and will need a strong ability to gain trust through communication, expectation setting and driving deliverables to completion. You bring a solid business acumen, plus sound business decision, analytical and organizational skills to the table. You speak confidentially and enjoy working collaboratively to ensure clients derive maximum value from our services. You are passionate about bringing the client’s perspective and voice back to the organization, and you are never satisfied with the status quo. You thrive in being a change agent for clients. You enjoy using your consultative approach and bring a willingness to work closely with clients.

What You’ll Do

• Manage multiple accounts; develop positive working relationships with all customer touchpoints
• Drive client retention, renewals and client satisfaction
• Work closely with our Member Care team on day-to-day operational processes, receipt of creative or tags, trafficking, optimization, troubleshooting and QA
• Partner with Business Intelligence team to build out Analytics to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed
• Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals
• Leverage technical tools and quantitative data to deliver high customer satisfaction, referenceability and renewals
• Prepare consultative-type insights reporting, including analysis and research
• Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
• Develop and adhere to processes and workflows, as it relates to account success
• Provide input on new processes and workflows as needed
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight
• Prepare and deliver effective client presentations, including stakeholders at all levels of the organization up to C-Suite
• Deliver weekly, monthly and quarterly status and results presentations to internal and external teams
• Regularly evaluate quality of content, and partner with our Communications/Marketing Director to manage external content creation, editorial and strategy resources

Preferred Experience

• 5+ years experience in Customer Success and/or Account Management
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Bachelor’s Degree in appropriate field of study or equivalent work experience
• Strong analytical skills
• Working knowledge and experience with contracts and contract negotiations
• Demonstrated ability to work independently and remain motivated
• Working knowledge of computers and Microsoft office suite of services
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
• Willing/able to travel up to 50%

Skills & Qualifications

• Analytical
• Comfortable managing in ambiguity
• Adaptability
• Problem identifier and solver
• Able to handle multiple priorities
• Strong written and verbal communication
• Ambitious, high energy, willingness to succeed
• Enjoy working in a team environment

Who We Are

Apostrophe Intelligent Health Benefits replace your current administrator and legacy provider network to deliver better benefits for less money to self-insured employers. Apostrophe is driven by simplicity, transparency and love to provide market-leading member care and put employers back in control of cost and experience.

We are a Techstars Boulder 2017 company and certified B Corporation. Blue Cross Blue Shield Kansas, Royal Street Capital and Ulu Ventures are helping us build a fast-growing, sustainable business based around our core values.

Apostrophe is a Denver tech company, but many of our clients are in the midwest and the southeast, in both mid-sized cities and rural areas, and representing traditional industries and public sector. We will spend extra effort to seek out people familiar with these areas and backgrounds.

Our home base is in the RiNo area of Denver. There is ample free parking and we are just a couple blocks from the new 38th and Blake Light Rail stop.

Apostrophe does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.