Customer Success Manager, Optum Whole Health Solutions - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Customer Success Manager (CSM) will be responsible for the strategic retention and growth of provider group partnerships, building relationships with client leadership, and acting as the primary point of contact for clients. The CSM will advocate for customer needs and drive growth while collaborating with cross-functional teams to exceed client expectations.

Responsibilities:

• Customer loyalty and satisfaction, as measured by service and growth through meeting/exceeding annual review and NPS client targets
• Builds and sustains positive relationships with client leaders through direct and indirect communication
• Identifies opportunities for new business or expansion with customers
• Assists in overseeing changes to processes and procedures and acts as liaison on behalf of customer to ensure a seamless execution
• Prepares, facilitates, and follows-up on monthly, quarterly, and annual operational and business review meetings
• Identifies partnership trends and proactively recommends opportunities to mitigate issues or improve performance
• Provide overview and workflow re-trainings to client as needed
• Recognize trends and patterns in data and report results to clients using easy-to-understand language and visuals
• With support from the Director of Customer Success, lead the storytelling and communication of our partnerships. Regularly 'tell the story' of our clinical outcomes and success via key messaging to critical stakeholder audiences
• Work effectively with other business and support units across United Health Group (UHG), because our work must be deeply integrated with other businesses, initiatives, and resources across UHG

Requirements:

• 3+ years of experience maintaining relationships with external client groups, preferably in healthcare
• 3+ years account management experience
• 2+ years of behavioral health, physical health, or primary care industry experience (in care delivery, operations, client management, or product)
• Experience identifying and analyzing trends and patterns in client data, translating and reporting results to clients using easy-to-understand language and visuals
• Intermediate knowledge and experience with the Microsoft Office suite of products, including Outlook, Word, Excel, and PowerPoint
• Experience communicating with and influencing the thinking of senior leaders
• Experience delivering results with large-scale, cross-functional teams in highly matrixed organizations
• Experience managing and prioritizing multiple projects to ensure their quality and on-time delivery
• Willing or ability to travel up to 10%
• Licensed behavioral health clinician
• Salesforce experience
• Project management or program management experience
• Experience identifying and executing process improvement opportunities