Client Success Manager

Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations. 

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.  

 

Description:  

The Client Success Manager (CSM) oversees multiple client engagements; ensuring PPC understands and meets/exceeds client expectations, cultivates a healthy client relationship and regularly engages with consultants. The position will collaborate with business stakeholders, business leaders and subject matter experts to plan and deliver projects effectively and timely. 

  

Essential Job Functions: 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. 

 

Duties and Responsibilities: 

• Build relationships with the client, consultant(s), ACE team and engaged recruiters   

• Regularly check-in with clients and consultants to ensure deliverables/expectations are met, consultants are successful and share regular updates with the ACE team and engaged practice   

• Proactively escalate challenges or concerns 

• Screen potential candidates for projects 

• Meet with Client Managers on a regular basis to proactively check in on consultant performance    

• Mentor and coach PPC team members to increase the aggregate knowledge of the team   

• Identify business development opportunities and collaborates with the Account Manager and Client Executive   

• Assist with the development of methodology, processes and tools to help the team mature 

Engage in client work as a billable resource when appropriate  

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

  

Desired Competencies:  

• Accountability - Holds self and others accountable to meet commitments 

• Communicates effectively - Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension; active listener to ensure clear understanding 

• Customer fo