Manager, Client Success - Payer Market

Job DetailsJob Location: Kansas City Office - Kansas City, MO 64131JOB SUMMARY

The Manager, Client Success is responsible for helping to maintain and grow the payer client portfolio by ensuring client satisfaction. They are responsible for leading the Payer Client Success team, helping them to grow in their ability to provide consultative support to ensure client satisfaction which in turn provides revenue growth opportunities for our business and the client's.

ESSENTIAL DUTIES & RESPONSIBILITIES

Build effective strategies, tools, and processes in collaboration with other Outcomes areas to ensure client commitments are met. Set priorities to deliver account satisfaction and increased value to our clients.
Acts as an advisor to clients to promote business discussions and identify operational strategies that meet client objectives and align with Outcomes corporate vision or inspire innovative solutions.
Develop and maintain strong relationships with payer clients to establish a trusted partnership with client facing teams.
Represents client internally and coordinates with other departments to implement new programs and services, coordinate resources for projects, and address ongoing service needs.
In concert with Sales, may recommend sales strategies, and advise clients on Outcomes solutions and services that meet their needs.
Uses a consultative approach to understand the client's needs, identifies next steps, and leads the engagement between Outcomes and the client.
Handle the overall responsibility for managing client relationships, owning client retention and satisfaction KPIs.
Manage the Payer Client Success team effectively to ensure client needs are met to ensure retention.
QualificationsKNOWLEDGE & REQUIREMENTS

Ability to solve complex problems by providing timely solutions with a sense of urgency.
Experience collaborating closely with cross functional leaders both internally and externally.
Ability to successfully manage multiple priorities while maintaining accuracy and efficiency to ensure every client has a positive experience
Desire to build and grow a passionate, high performing team.
Strong track record of working in a client facing environment and driving initiatives to improving client satisfaction.
Prior experience acting as the primary point of contact for multiple smaller projects or a single large project.
Proficient in creating and delivering management level presentations and executive summaries.
Has a high-level of personal organization, as well as the ability to promote efficient and effective organized teamwork.
The ability to influence without formal authority & to interact effectively with all levels within our clients’ business. 
Some upselling or cross-selling experience. 
Experience managing, growing, and training customer success/account management teams. 
Sets the overall strategic plan for the Client Success organization while focusing on driving client growth through incremental upsell and cross sell opportunities and client retention. 
Develop Client Success best practices and drive processes for continuous improvement and collaboration across the organization.
Applications: MS applications and Salesforce
 Travel Requirements: Domestic and/or International, up to 25% domestic

EDUCATION & EXPERIENCE REQUIREMENTS

Minimum years of work experience: 8 years 
Minimum level of education or education/experience: Bachelor’s degree preferred, client relationship management experience within the Payer industry required. Previous experience in growing and managing teams required.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Frequent sitting in stationary position at a desk
Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
Occasional twisting of body
Occasional reaching by extending hands and arms in any direction
Occasional lifting, pulling, or pushing

What’s In It For You?

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility

The hiring range for this position is $120,000-$150,000. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered. 

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