Clinical Client Success Manager

Overview

 

Job Summary:

 

The Clinical Client Success Manager is responsible for routinely managing client accounts, proactively communicating with all clients, and providing day-to-day management and operational support of clinical services. Key driver for success in this role is customer engagement and retention.

 

Work Structure: Hybrid opportunity with continued focus on current responsibilities while supporting Clinical Client Success initiatives. 

 

Responsibilities

Leadership

 

· Influence and manage client expectations regarding MPOWERHealth products and services.

· Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies.

· Mentor fellow Client Success team members.

· Regularly interact across functional areas with senior management to ensure objectives are met.

· Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.

· Provide the leadership to ensure that clients’ service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth.

 

Client Onboarding

 

· Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding.

· Coordinate with internal departments on implementation of new client business.

 

Client Experience

 

· Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise.

· Responsible for identifying and executing opportunities to engage clients.

· Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value.

· Proactively own and manage service delivery for high-visibility and high-touch client relationships.

· Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional     services.

· Communicate consistently with management regarding key escalations and priority issues.

· Partner with clients and help them follow best practices and optimize use of MPOWERHealth’s services/products.

· Understand short and long-term client goals and objectives.

· Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes).

· Proactively manage, measure, track, and resolve client issues to ensure their timely resolution

· Lead recurring meetings with surgeons.

· Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals   are met.

· Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services.

· Drive issue resolution using standard process/procedures in coordination with supporting resources.

· Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations.

· Other duties as assigned

 

Client Reviews

 

· Perform regular tailored client account reviews to discuss client performance metrics (Service Level Agreement, Client satisfaction).

· Deliver excellent client experience through a data driven approach.

· Monitory and evaluate client satisfaction, identify additional needs that align with MPOWERHealth’s service offerings, and proactively address client concerns or requests.

 

Optimization and Special Projects

 

· Lead and participate in projects that directly impact the client, including process improvement initiatives.

· Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools.

· Recognize and resolve systemic issues to prevent them from repeating.

· Client Service Tickets & SF Administration

· Document, track, and support compliance with Service Level Agreements.

· Track client information in SalesForce

 

Business Development

 

· Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services through finely tuned client relationships as they are built.

· Assist Business Development team in various sales meetings with new clients.