Client Success Leader

Who We Are

Machinify is a leading healthcare intelligence company with expertise across the payment continuum, delivering unmatched value, transparency, and efficiency to health plan clients across the country. Deployed by over 60 health plans, including many of the top 20, and representing more than 160 million lives, Machinify brings together a fully configurable and content-rich, AI-powered platform along with best-in-class expertise. We’re constantly reimagining what’s possible in our industry, creating disruptively simple, powerfully clear ways to maximize financial outcomes and drive down healthcare costs.

Location: This role is full remote

About the Opportunity

At Machinify, we’re constantly reimagining what’s possible in our industry—creating disruptively simple, powerfully clear ways to maximize our clients’ financial outcomes today and drive down healthcare costs tomorrow. As part of the Customer Success Team, you will, as a Client Success Leader, focus on client interactions, operational processes and procedures, and improving client success/satisfaction within our payment integrity platform. The ideal hire will ensure timely issue resolution and take action on anticipated client needs to deliver value. You will collaborate closely with operational and technical teams both internally and externally to optimize operational success and ensure the Machinify team delivers the best value to our clients through exceptional support strategies.

What you’ll do

• Ensure the Machinify team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies
• Help create and drive execution on client strategy including intentional relationship building and supporting growth expansion initiatives
• Identify actionable insights from healthcare claims data and results
• Project financial results and company revenue based on KPI data and business dynamics
• Review all client-facing reporting for accuracy, including reports on
  • Impacts of policy customizations or modifications
  • Comparing actual results to expected or projected results
  • Trends by product, line of business, policy, providers, etc.
• Develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Machinify can deliver measurable results against
• Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics
• Document and create organizational visibility to key internal stakeholders on:
  • Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
  • Progress of weekly/monthly/quarterly initiatives
  • Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
• Work with leadership to communicate and message actionable findings to support client understanding of the data
• Become an expert on company platform(s) to support client workflow, delivery, and user onboarding and training
• Introduce new functionality, solutions, or capabilities and receive product feedback for formal communication internally to our Product team
• Support client contracting efforts and SLA management
• Monitor solution pe