Client and Member Success Associate

Role overview

Imagine360 is hiring a Client and Member Success Associate to support the Client and Member Services functions. This position focuses on strengthening relationships across clients, their members, and both internal and external partners. The role combines consultative problem-solving with relationship management to uncover issues, clarify priorities, and help implement effective solutions that improve engagement and outcomes.

This is a 100% remote position.

What you'll do

• Handle client questions, follow-ups, concerns, and communications in a prompt and professional manner while partnering with the Client Services team to maintain strong customer satisfaction.
• Act as a primary source of product and process knowledge for CRMs, and work closely with teammates to help deliver a high-quality service experience.
• Learn and communicate product and program guidelines, and help educate CRMs and customers on how to use the offering effectively and best practices for the client.
• Coordinate with the support organization as the main contact for client knowledge and escalation management.
• Support members through the balance bill defense process in collaboration with the client, Client Services, the legal team, and outside stakeholders, with the goal of resolving issues quickly and positively.
• Advocate for members through hands-on oversight, proactive outreach, and a high-touch service approach throughout the member journey.
• Oversee an assigned member caseload using a high-touch advocacy model designed to improve the member experience and drive engagement.
• Work across internal teams to support overall satisfaction, and collaborate with the CRM team and client to define success measures and action plans.
• Manage elevated member issues with urgency and ownership, serving as the point person for inquiries, concerns, remediation, and timely resolution.

Experience and qualifications

• High school diploma or GED is required; a bachelor’s degree in business or a related field is preferred.
• At least 2 years of experience in client services, account management, or another customer service-focused role.
• Background in driving effective, solution-oriented client engagement and handling challenging internal or external business situations.
• Proven ability to deliver strong service that supports high client retention.
• Experience in healthcare and/or employee benefits is preferred.
• Willingness and ability to travel 10% to 15%.
• Comfortable using Microsoft Outlook, Word, PowerPoint, and Excel.

Benefits and perks

• Several health plan options.
• Company-paid disability coverage and life insurance for employees.
• Parental leave policy.
• 20 days of PTO at the start, plus 10 paid holidays.
• Tuition reimbursement.
• 401(k) company contribution.
• Professional development and ongoing learning opportunities.
• Opportunities to contribute to the company’s diversity and inclusion initiatives.

Additional information

Imagine360 is a health plan solution company with more than 50 years of self-funding healthcare expertise. The company supports employers with customized, member-centered solutions aimed at improving the limitations of traditional PPO insurance models.

Imagine360 is an equal opportunity employer and considers all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Recruitment agencies and business partners may submit candidates only when invited for a specific role. Unsolicited resumes or CVs sent without permission, including directly to hiring managers, will not be eligible for agency fees.