The Customer Care Workforce Management Analyst is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance and improve the call experience for potential enrollees, members, clients, providers, brokers, and other Capital Rx users. The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in superior customer service experiences.
This role is critical for ensuring our customers maximize the value they derive from our platform, with a direct focus on improving Net Dollar Retention (NDR) through strategic account management and growth initiatives. The Customer Success Manager will build strong relationships with customers, guide them in optimizing their use of Sigma's platform, identify opportunities for upselling and cross-selling, and advocate for customer needs within the product team.