Client Success Manager

Overview

Position Summary: The Client Success Manager will be responsible for managing and nurturing relationships with our healthcare clients, including insurance plans and self-funded employers. Reporting to the VP of Account Management, this role focuses on ensuring client satisfaction, addressing issues, and identifying opportunities for growth. The Client Success Manager will act as a trusted advisor to clients, helping them achieve their desired outcomes and fostering long-term partnerships.

The successful candidate will report directly to the VP of Account Management. The position location is flexible, with occasional travel.  

Other Key Relationships:

• External Partnerships such as Vendors, Customers, and New
• Sales, Sales-Operations, Marketing and Managed Care Executives
• Payor Services and Contract Administration Teams
• Chief Executive Officer, Chief Financial Officer, Chief Growth Officer, and Chief Operating Officer

   

Responsibilities

• Manage day-to-day relationships with assigned healthcare clients, ensuring high levels of satisfaction and retention.
• Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly.
• Collaborate with internal teams to ensure clients receive timely and effective service and support.
• Monitor client performance metrics, providing insights and recommendations to enhance engagement and success.
• Identify opportunities for upselling and cross-selling within the existing client base to maximize account potential.
• Assist in the onboarding process for new clients, ensuring a smooth transition and successful integration of services.
• Prepare and deliver presentations and reports for client meetings, including Quarterly Business Reviews (QBRs).
• Advocate for client needs within the organization, ensuring their feedback is prioritized and addressed.
• Stay informed about industry trends, competitive landscape, and client needs to provide strategic recommendations.
• Contribute to the development of best practices and processes to enhance overall client success management effectiveness.

         

Desired Outcomes

• Maintains positive internal and external customer service relationships
• Maintains open lines of communication
• Plans and organizes work effectively and ensures its completion
• Meets all productivity requirements and delivers on tight time-lines
• Demonstrates team behavior and promotes a team-oriented environment
• Actively participates in Continuous Quality Improvement
• Represents the organization professionally at all times
• Participates on project team involved with enterprise-wide and Agile team initiatives.

      

 

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field; equivalent experience in client relationship management may be considered.
• Minimum of 3-5 years of experience in client relationship management, account management, or a related role within the healthcare industry.
• Strong understanding of healthcare client needs, including the dynamics of insurance plans and self-funded employers.
• Proven ability to build and maintain strong client relationships and act as a trusted advisor.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical skills, with the ability to interpret performance metrics and make data-driven recommendations.
• Ability to work collaboratively with cross-functional teams and navigate a fast-paced environment.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong communication, presentation, and problem-solving skills.
• Proficient analytical skills, with the ability to interpret performance metrics and derive actionable insights.
• Ability to collaborate effectively with cross-functional teams and thrive in a fast-paced environment.
• Proficiency in CRM software and reporting tools.
• Ability to manage multiple projects at the same time in a fast-paced environment while meeting or exceeding deadlines
• Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Strong verbal and written communications

              

Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day.   

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency.  Deliver what you commit to.