Client Success Leader

Role Overview

• Ensure the Machinify team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies
• Help create and drive execution on client strategy including intentional relationship building and supporting growth expansion initiatives
• Identify actionable insights from healthcare claims data and results
• Project financial results and company revenue based on KPI data and business dynamics
• Review all client-facing reporting for accuracy, including reports on:
• Impacts of policy customizations or modifications
• Comparing actual results to expected or projected results
• Trends by product, line of business, policy, providers, etc.
• Develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Machinify can deliver measurable results against
• Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics
• Document and create organizational visibility to key internal stakeholders on:
• Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
• Progress of weekly/monthly/quarterly initiatives
• Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
• Work with leadership to communicate and message actionable findings to support client understanding of the data
• Become an expert on company platform(s) to support client workflow, delivery, and user onboarding and training
• Introduce new functionality, solutions, or capabilities and receive product feedback for formal communication internally to our Product team
• Support client contracting efforts and SLA management
• Monitor solution performance and deliver quantifiable and qualitative insights to customers via regular meetings, quarterly business reviews, etc.
• Act as a key contact for client inquiries, client support, and all key client deliverables
• Occasional travel requirements up to 25% of the year to meet client needs

Requirements

• 5-7 years in client-facing roles (client management, customer success, or similar role)
• Proven track record for cultivating and influencing relationships within the healthcare payer market
• Previous experience in the healthcare Payment Integrity space highly preferred
• Possess analytical strength and curiosity to make observations, understand questions and explain answers in and about data sets and data processes for healthcare claims
• Excellent communication skills equally adept at presenting prepared materials and speaking to relevant topics extemporaneously
• Ability to work with a range of individuals, manage multiple requests with fast turn-around deadlines
• Driven self-starter mindset, seeking to make a high impact, and eager to collaborate in a cross-functional team environment
• Ability to navigate ambiguity and operate in a autonomous work culture
• High attention to detail and process oriented
• Holds a high level of integrity

Benefits

• Work from anywhere in the US! Machinify is digital-first.
• Top Medical/Dental/Vision offerings
• FSA/HSA
• Tuition reimbursement
• Competitive salary, 401(k) with company match
• Additional health and wellness benefits and perks
• Flexible and trusting environment where you’ll feel empowered to do your best work