Client Success Manager

Role Overview

• Serve as a trusted advisor for the clients & strategic partner accounts.
• Develop a solid understanding of company products and service capabilities.
• Support strategies related to activation, engagement and desired outcome metrics and mitigate any risks to ensure the program objectives are met.
• Work with Marketing & Engagement Manager to ensure timely delivery of customized engagement materials to the clients and retrieving client approvals.
• Support Quarterly Business Reviews and follow up on any action items.
• Guide client on Welldoc’s recommended best practices, to ensure their program success.
• Create/Update the Account Dashboard to track program updates across workstreams
• Generate & follow up on client invoices when due.
• Identifies service issue trends and collaborates with cross-functional teams to develop a plan of action for improvement.
• Work with Implementation team and Customer Care to seamlessly handle account transition.
• Maintain appropriate project documentation for each account including meeting minutes.
• Responsible for client satisfaction through the Account Management process

Requirements

• 5+ years prior experience in a client facing role, managing enterprise level accounts
• Proven experience working in a leadership role with healthcare organizations or in the digital health industry is highly preferred.
• Experience managing SaaS solutions in the healthcare spacing, understanding integration points with health systems and health plans
• Possess strong problem-solving skills and the ability to make sound decisions
• Strategic thinker with strong creative instincts and judgment and a keen attention to detail
• Excellent communication skills, both written and oral
• Ability to coordinate and collaborate internal and external stakeholders across multiple workstreams
• Self-starter who demonstrates initiative, thrives in a fast paced, collaborative work environment
• Strong proficiency in Google Suite and MS Office including Word, Excel and PowerPoint
• Familiarity with Salesforce and reporting tools e.g., PowerBI preferred
• Superior organizational and time management skills

Benefits

• generous PTO
• medical insurance
• dental insurance
• vision care
• life and disability insurance
• retirement benefits
• opportunity to participate in health savings accounts and/or dependent care accounts