Client Success Manager

Role Overview

• Independently manages a complex book of business, including clients with advanced performance guarantees and fully at-risk contracts.
• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results
• leveraging data to tell a story (relate and interpret data).
• Participates in new health center implementations planning and launch alongside the Sales team, Director of Operations & local operations leadership and Implementation Team.
• Leads competitive renewal re-bids, often involving larger pursuit teams and complex negotiations.
• Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation.
• Prioritize low margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Supports clients requiring bespoke engagement, advanced analytics, and tailored solutions.
• Help define and leverage the “coverage model” for assigned clients.
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
• Acts as a strategic advisor to clients, leveraging deep industry expertise and relationship management skills.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering with Directors of Operations and local health center leadership on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
• Partners closely with Dyad partners and cross-functional teams to drive operational excellence and resolve escalated issues.
• In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related to clinic operations.
• Understand and track risk metrics related to the success of the partnership.
• Proactively monitor and manage Performance Guarantees to manage payout.
• Salesforce documentation and reporting.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
• May serve as the lead point of contact for all customer needs/request.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
• Run, interpret and deliver client reporting on the appropriate frequency.
• Serves as a mentor and resource for CSM I team members, contributing to talent development and best practice sharing.

Requirements

• Bachelor’s degree in Business or Healthcare Administration and 7–10 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.
• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
• Understands and advocates for process improvement and adherence
• Ability to perform services for the client with tenacious follow-up
• Strong project management, account portfolio planning and prioritization
• Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

Tech Stack

• Tableau

Benefits

• Comprehensive Health & Wellness Benefits: Choice of 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits and EAP resources, Rewards for challenges and healthy lifestyle activities
• Family Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits and paid parental leave
• Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters
• Financial Support: Company paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, 401(k) with employer match and graded vesting
• Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable