Client Success Manager

About the role

The Client Success Manager is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned customers. This role is engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes.

Essential Duties & Responsibilities

• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results
• Participates in new health center implementations planning and launch
• Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services
• Help define and leverage the coverage model for assigned clients
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services
• Cook up and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience
• Partner on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff
• In collaboration, analyze, summarize, report and manage performance data related to clinic operations
• Understand and track risk metrics related to the success of the partnership
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client
• Run, interpret and deliver client reporting on the appropriate frequency

Qualifications

• Bachelor’s degree in business or healthcare administration and 5 or more years of directly related healthcare operations or account/client management experience or equivalent combination of education and experience
• Proven success managing clients with complex needs and high expectations
• Experience influencing stakeholders at all levels
• Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment

Desired Attributes

• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
• Understands and advocates for process improvement and adherence
• Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

Pay Range

$80,000 - $110,000/yr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.