Drive client trusted relationships leading to customer loyalty, retention and growth.
Ensure that Walrus products and services meet guarantees, service level agreements and contract terms.
Institute standard operating procedures for consistent service delivery.
Keep senior management informed of client issues.
Partner with internal teams to create products that meet client’s needs..
Schedule client meetings and internal prep meetings.
Work with Walrus’ data lead throughout the quarter to ensure that engagement activities, revenue, savings and member communications meet company goals.
Perform quality checks on reports.
Send meeting minutes in a timely manner.
Conduct kick off meetings.
Prepare onboarding check lists and get clients sign off.
Get contracts executed.
Lead stand-up meetings.
Respond to client emails in a timely manner.
Train and mentor new hires as needed.
Participate in internal meetings as needed.
Communicate all client requirements and updates to internal departments.
Establish and maintain professional relationships with consultants.
Assist with grievance resolutions as needed.
Comply with all training and compliance requirements.
Prepare business plans that are aligned with company goals and objectives.

Bachelor's degree; Master’s degree preferred.
A minimum of 3 years servicing clients (healthcare industry preferred) with a demonstrated track record of high customer satisfaction.
Excellent time management skills with a track record of meeting deadlines.
Strong written, verbal communication, and listening skills and is comfortable in the virtual setting.
Engaging presentation skills with experience in developing and delivering reports to internal and external senior management executives.
Must have a home office set up and willingness to travel up to 25% of the time.

Client Success Manager

Key skills