Clinical Client Success Manager-GA

About the Role

This hybrid opportunity focuses on managing client accounts, driving customer engagement and retention, and providing day-to-day operational support of clinical services. The Clinical Client Success Manager influences and manages client expectations, improves operations, and mentors team members while collaborating with senior management to meet objectives.

Responsibilities

• Onboard new clients from initial meeting through scheduling cases, with proactive communication during the first 9 months.
• Coordinate with internal departments to implement new client business.
• Drive clear problem-solving for business or clinical challenges and identify opportunities to engage clients.
• Develop trusted advisor relationships with client stakeholders to ensure full business value from MPOWERHealth services.
• Proactively manage service delivery for high-visibility and high-touch client relationships.
• Conduct regular client meetings (calls or face-to-face) to review reporting, training needs, project status, issues, and new service opportunities.
• Communicate key escalations and priority issues to management.
• Partner with clients to follow best practices and optimize use of MPOWERHealth’s services/products.
• Understand and align with short and long-term client goals and objectives.
• Proactively manage, measure, track, and resolve client issues to ensure timely resolution.
• Lead recurring meetings with surgeons and analyze operational metrics to identify trends and problem areas.
• Serve as the voice of the client, tracking their pulse and helping them maximize product and service value.
• Drive issue resolution using standard processes and collaborate with clinical leaders to analyze and report performance data.
• Perform regular tailored client account reviews to discuss performance metrics (Service Level Agreements, client satisfaction).
• Monitor and evaluate client satisfaction, identify additional needs, and proactively address concerns.
• Lead and participate in projects impacting clients, including process improvement initiatives.
• Optimize existing or new services, processes, and tools to improve efficiency and client satisfaction.
• Document, track, and support compliance with Service Level Agreements and maintain client information in SalesForce.
• Identify and pursue cross-selling opportunities for MPOWERHealth’s suite of products and services.
• Assist the Business Development team in sales meetings and support the renewal process.
• Monitor and recommend strategies to increase client usage and adoption.
• Other duties as assigned.

Requirements

• Bachelor’s Degree or equivalent combination of education and experience.
• 3-5 years’ experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management.
• Experience in insurance, benefits, or healthcare revenue cycle.
• Experience developing executive-level client relationships, including negotiation, presentation, and polished communication skills.

Skills

• Successful management of cross-functional and interdepartmental teams to achieve client goals.
• Ability to manage multiple projects, responsibilities, and competing priorities.
• Strong analytical skills to review data, provide feedback, and make recommendations.
• Excellent written and communication skills.
• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
• Ability to influence others and work cross-functionally in a multi-state organization.
• Ability to manage ambiguity and establish effective internal networks.
• Flexible and adaptive to changing business requirements; able to influence difficult clients.
• High comfort level with conflict resolution and leading client discussions.
• Strong collaboration skills across all departments within MPOWERHealth.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Self-starter with eagerness to learn the business at a fast pace.
• Strong troubleshooting, problem-solving, and creative ability to overcome challenges.
• Exceptional organization, analytical, and project management skills.
• Exceptional presentation skills with the ability to create impactful materials.

Other Requirements

• Must maintain a professional appearance.
• Ability to be at work on a regular and consistent basis.
• Travel expectation of 25%, with potential for additional travel as necessary.

Physical and Mental Demands

• Long hours sitting and using office equipment and computers.
• Light lifting of supplies and materials occasionally (up to 20 pounds), including reaching, stooping, standing, and walking.
• Ability to talk, hear, compare, compute, compile, copy, analyze, coordinate, synthesize, negotiate, and communicate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Work Environment

Standard office working environment that may be busy and noisy at times.