Helping users of our growing consumer outreach platform that delivers over 120MM to consumers annually, enabling them to support and live healthier lives is what this position is all about. CPL is a bespoke, homegrown consumer outreach platform that powers consumer journeys designed by many internal users. Additionally, we are in the process of migrating our platform to the cloud. We are looking for a senior level customer advocate that can partner with users of the platform in driving their usage to expert levels through consultation and training.

Responsible for providing strategic and tactical support to drive adoption of our enterprise consumer outreach platform throughout their campaign development life cycle.

Create and leverage a suite of self-service assets including documentation, videos, and live classroom to assess and certify all users on the platform.

Advocate for users, primarily with our Product organization, through feedback to drive platform and experience enhancement opportunities.

Triage and respond to questions/issues from the user community through many inbound (email, ServiceNow) and outbound (Stack Exchange) channels. The role will have over-all responsibility for a ticketing group and work with team members to deliver answers and solutions based on campaign tool best practices and SOPs.

The customer success product advocate will also support the training of the campaign tool community on effectively using the tool to build campaigns. Future training/onboarding of new users will be the responsibility of this role. Having knowledge in SQL, Python, R, JSON, and CRM tools is a plus.

The duties and responsibilities listed below are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job:

• Act as the subject matter expert (SME) for CPL in all public forums
• Master the usage of the platform.
• Manage the customer success training curriculum plan (documentation, videos, classroom). Create, teach, and record live classes to user communities
• Collaborate with team members to support the platform user community’s knowledge and usage of the tools
• Advise the development teams on development, QC, and triage of member communications.
• Manage the customer success training curriculum plan (documentation, videos, classroom). Create, teach, and record live classes to user communities
• Triage tickets via multiple sources; Triage issues/questions via email distribution list (DL)
• Manage ticket and email prioritization and queue, based on efforts and resource capacity

Pay Range
The typical pay range for this role is:
Minimum: 90,000
Maximum: 180,000

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits

Required Qualifications

• 3 years in a customer success advocate or equivalent role
• 3 years in developing user guides or equivalent experience
• 1+ years in developing consumer based OKRs
• 2 years in software development, product or experience design
• 1+ years working on multiple projects/assignments concurrently under aggressive deadlines
• 1+ years fielding questions and teaching groups/individuals

Preferred Qualifications

• Strong collaboration and communication skills within and across teams.
• Ability to document and communicate technical ideas and results to non-technical clients in written and verbal form.
• Proven ability to create innovative solutions to highly complex technical problems.
• Experience with building queries in Relational Database Management System using JSON/R/Python languages and/or Campaign Relationship Management (CRM) tools are a plus.
• Ability to understand complex systems.
• Experience building and implementing data transformation and processing solutions. Has in-depth knowledge of large-scale search applications and building high volume data pipelines.
• Advanced experience understanding and training GUI and non-GUI interfaces for data and capabilities.

Education
Bachelor's degree or equivalent work experience in relevant discipline.

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.