Customer Success Manager

Responsibilities

• Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery
• Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents
• Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners
• Create PowerPoint decks for client presentations (Quarterly Business Reviews, kick-offs, status meetings)
• Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution
• Deliver successful client partnerships that result in high client satisfaction, retention, and growth
• Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats)
• Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners
• Deliver and ensure client training on Vatica Health tools, processes, and reports
• Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement
• Design and develop best practices in client engagement and implementation to deliver industry-leading client experience

Requirements

• 4+ years in a healthcare client facing role with progressive experience
• 4+ years leading complex projects
• Healthcare experience required; required experience in Risk Adjustment, Quality of Care
• Strong project performance analysis and strategic power point deck building skills
• Outstanding customer service skills
• Experience organizing, analyzing and presenting data
• Strong ability to learn at a fast pace, apply knowledge and be consultative
• Strong computer (including Microsoft Office), grammar and multi-tasking skills
• Strong attention to detail, time management, and decision-making skills
• Ability to work with significant independence and minimal supervision
• Ability to travel during the week

Benefits

• Competitive salary based on your experience and skills - we believe the top talent deserves the top dollar
• Bonus Potential (based on role and is discretionary)
• 401k plans - we want to empower you to prepare for your future
• Room for growth and advancement - we love our employees and want to develop within
• Good Health Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability
• Happiness - Excellent PTO policy (everyone deserves a vacation now and then)
• Great work-life balance environment - We believe family comes first!
• Strong supportive teams - There is always a helping hand when you need it