Customer Success Advocate

Customer Success Advocate – Dublin/Letterkenny Hybrid

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

About the Role:

As a Fortune 5 business, we're one of the world's leading healthcare companies. There are no limits here on the resources you'll have or the challenges you'll encounter. We have been supporting global healthcare systems from Ireland and the UK for more than 20 years, building a dynamic and diverse team of more than 2,100 talented individuals. With a continued record of growth and stability, we're on the constant lookout for fresh talent to join our expanding teams.

Optum is looking for an experienced, curious, and self-motivated customer success advocate to join a leading Analytics Software engineering product team. As a Customer Success Advocate, you will play a critical role in ensuring the success of our class-leading analytics software within our enterprise. This role is all about masterful communication and relationship-building, both virtually and in person. You will need to build trust, establish close connections, and effectively communicate complex ideas to diverse stakeholders across the organization. You will serve as the bridge between our customers, development teams, and product strategy, ensuring that customers unlock the full value of our platform. This is a highly collaborative, customer-facing position where you will deeply understand our platform, build tailored value propositions, and drive adoption.

This is not a sales role; your customers are internal stakeholders across a large enterprise. Your mission is to advocate for our customers' needs while championing the platform's capabilities. In addition to having impact on a great team, you'll also discover the career opportunities you'd expect from an industry leader.

Primary Responsibilities of the Customer Success Advocate:

1. Communication and Engagement
   Leverage exceptional communication skills to engage stakeholders effectively via virtual video calls and in-person meetings (though less frequent).
   Translate complex technical features and solutions into clear, compelling, and relatable messaging for both technical and non-technical audiences.
2. Customer Engagement and Advocacy
   Develop a deep understanding of our analytics platform, its features, and capabilities.
   Engage with internal customers to understand their business needs, existing solutions, and opportunities for value creation.
   Educate customers on the platform's benefits, creating tailored value propositions that showcase its potential to augment or replace current tools.
3. Documentation and Knowledge Development
   Create and maintain user documentation, including step-by-step guides, overviews, and FAQs.
   Continuously update documentation based on customer feedback and platform enhancements.
   Collaborate with the development team to feed and expand the platform's AI-driven support knowledge base.
4. Customer Feedback Loop
   Collect and analyze feedback from customers to identify platform gaps, usability challenges, and improvement opportunities.
   Communicate insights effectively to the product development team, helping to prioritize the product backlog and align features with customer needs.
5. Cross-Team Collaboration
   Serve as the voice of the customer within internal teams, ensuring that customer success is at the forefront of development efforts.
   Partner with developers, product managers, and AI specialists to refine features, address challenges, and improve customer outcomes.
6. Platform Enablement and Adoption
   Monitor usage and outcomes to ensure successful platform adoption and ROI for customers.

You will be rewarded and recognised for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.

Required Qualifications of the Customer Success Advocate:

1. Bachelor's degree in a relevant field (e.g., Business, Computer Science, Data Analytics, or similar) or equivalent experience.
2. Proven experience in customer success, business analysis, product enablement, technical consulting, or a similar role.
3. Outstanding communication skills, both verbal and written, with the ability to connect effectively through virtual platforms (e.g., video conferencing) and occasional in-person meetings.
4. Proven ability to build trust and establish strong, collaborative relationships with diverse internal stakeholders.
5. Strong ability to learn and explain complex software platforms to both technical and non-technical audiences.
6. Experience in creating clear, user-friendly technical documentation and guides.
7. Familiarity with analytics tools, business intelligence platforms, or enterprise software solutions.

Preferred Qualifications:

1. Experience working in large enterprises or within complex organizational structures.
2. Background in business intelligence, analytics, or data platforms.
3. Experience collaborating with software engineering or product development teams.
4. Familiarity with large language models (LLMs), AI support tools, or knowledge base development.
5. Demonstrated experience in driving platform adoption and customer satisfaction through tailored value propositions.

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalised groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, civil status, family status, sexual orientation, disability, religion, age, race, and membership of the Traveller community, or any other characteristic protected by law. Optum is a drug-free workplace. 2023 Optum Services (Ireland) Limited. All rights reserved.