Vitality Group Inc.

Pre-sales Engineer

• Assist in the preparation and completion of RFPs, RFIs, questionnaires, and other sales support materials
• Draft, edit, and proofread proposal responses, executive summaries, cover letters, and client-facing documents
• Coordinate with subject matter experts to gather information needed for proposal responses and sales materials
• Maintain and update the proposal content library and knowledge management systems
• Ensure proposal submissions are accurate, well-formatted, and completed within established deadlines
• Support sales teams in developing customized responses and presentations for prospective clients
• Track proposal deadlines, requirements, and deliverables using project management tools and processes
• Identify opportunities to improve proposal processes, templates, and content accuracy
• Assist with special projects and administrative activities related to the sales cycle and business development efforts
• Other duties as assigned

Pre-Sales Support Analyst

Customer Success Manager

• Support steady state operations and serve as a liaison between Vitality and Strategic Partners
• Act as the primary point of contact and maintain positive relationships with Strategic Partner counterparts
• Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments
• Drive continuous improvement, efficiency and resolution of open items
• Create and implement process changes to enhance member experience
• Provide Strategic Partners with updates, insights, and reporting relevant to steady state programs
• Stay informed of upcoming product enhancements and communicate changes back to Customer Care
• Manage operational questions and escalations related to Strategic Partners
• Communicate operational issues and concerns to appropriate stakeholders
• Create tickets for tracking and provide guidance to servicing teams on known issues
• Offer white glove servicing to high-touch or VIP members
• Track and ensure rapid response and resolution on escalated items
• Provide guidance on priority to ensure PGs and other contractual guarantees are met
• Maintain and create accurate, up-to-date organizational documentation
• Perform other duties as assigned

Client Success Specialist

Customer Support

• Manage escalated inquiries from Customer Care and Administration agents
• Ensure rapid response and resolution of escalated inquiries
• Maintain and develop knowledge of The Vitality Group’s program and identify areas to improve member experience
• Receive inbound calls directly from members in a backup capacity to the Call Center
• Manage escalated service concerns from brokers, employer contacts or account managers and respond regarding their concerns
• Communicate verbally and/or in writing with internal and external clients
• Anticipate and prepare for audience questions
• Submit requests to the proper department and recommend process and procedure improvements
• Track, analyze and report on process improvements to avoid potential service issues
• Communicate operational issues and concerns, including loading tickets for system-related issues
• Educate clients on the program and website navigation
• Capture events submitted manually and electronically
• Attend and/or present at client events, which may include travel
• Create a “we care” atmosphere
• Perform other duties as assigned

Pre-Sales Support Analyst

Client Success Specialist

Customer Service Support Specialist