Senior Client Success Manager

Role Overview

• Serve as the lead of day to day client management on a team reporting to the AVP, Client Success for a large, complex client with revenue under management of 100m+ ARR.
• Develop a deep understanding of client strategy and contractual terms, partnering with clients, health plans and internal partners to execute strategies that support desired business outcomes for their relationship with Included Health.
• Articulate the needs of the client to internal partners to ensure client’s expectations are met. Closely collaborate with internal partners on strategies to meet client needs within the parameters of the Included Health platform. Internal partners include analytics, implementation, product, marketing, care team operations, etc.
• Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health.
• Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
• Deliver recurrent business reviews and reports demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals.
• Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond.
• Partners closely with the Launch/Implementation team and the client to ensure client expectations are well managed and effectively aligned to contract and client’s strategy.
• Support renewal and annual contracting efforts including negotiations, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms.
• Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH.

Requirements

• 7+ years client success experience in the Benefits/Healthcare space with recent experience in Client Success/Account Management.
• Corporate experience working at a navigator, complex digital health point solution, carrier, consultant, case/care management firm.
• Experience providing services to Fortune 100 clients or other large group plans.
• Proven Relationship Builder: Experience building enduring professional relationships with day-to-day contacts up to the senior management level.
• Optimistic Problem Solver: Experience anticipating and resolving issues, thinking creatively, and solving complex problems with practical and reasonable solutions.
• Exceptional Communicator: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations.
• Results: Ability to work cross-functionally to deliver client contractual commitments and results. Proven experience delivering large, complex projects that exceed client expectations.
• Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
• Data Driven: Analyze and interpret data deriving insights that support value delivery for clients. Experience using data to drive projects to completion while building strong relationships in the process.
• Change Agent: Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
• Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.
• Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.
• Experience using Salesforce and other key account management platforms.
• Ability to travel (estimated 10%)

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
• Work-From-Home reimbursement to support team collaboration home office work