QualityHealth

Client Success Manager - Remote

QualityHealth • $70K — $95K *
US-AnywhereRemote in United States
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor’s degree required; Master’s in business or healthcare is a plus.
  • 3-5 years of client-facing experience in project or account management.
  • Familiarity with cloud SaaS solutions or web applications.
  • Strong communication skills for professional client interactions.
  • Experience in multiple healthcare settings preferred.
  • Proven consultative sales and client relationship management abilities.
  • Excellent time management and organizational skills.

Responsibilities

  • Manage high-level relationships with assigned accounts and ensure compliance with Client SLAs.
  • Analyze financial data to recommend product enhancements for clients.
  • Maximize utilization of existing services and identify upsell opportunities.
  • Produce relevant reports and insights to support client retention and growth.
  • Collaborate internally to resolve customer issues effectively and promptly.
  • Construct and maintain comprehensive client profiles and periodic reviews.
  • Support the renewal strategy and prepare RFP responses as needed.

Benefits

  • Collaborative work environment focused on client success and strategic growth.
  • Opportunities for professional development and career advancement.
  • Access to a diverse range of healthcare experiences.
  • Participation in strategic planning meetings to influence business direction.
Full Job Description

Job Summary:

Effectively manage ongoing relationships with clients in portfolio.  Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers. 

Essential Job Functions:

Client Management
  • Manages high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs  
  • Understand and report up to date financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements  
  • Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add-on services 
  • Uses technical and business development skills to increase client’s utilization of current technology  
  • Tracks, analyzes, creates, and delivers relevant reports and insights  
  • Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget  
  • Collaborate with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely manner 
  • Builds and enhances positive working relationships with key clients and internal stakeholders.  
  • Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.  
  • Effectively manage client requests for program changes that may impact Sharecare’s ability to efficiently deliver services 
  • Responsible for creating client profile, Quarterly Business Reviews and gathering Voice of the Customer (VOC) through NPS (Net Promoter Score) and quarterly health checks.  
  • Responsible for tracking add-on opportunities in Salesforce along with updated financial information. 
  • Participate in client strategy and revenue goals for coming year 

Contract Renewal
  • Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be proposed.   
  • Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business. 
  • Provide renewal and RFP responses as applicable 
  • Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts 

Strategic Planning
  • Drive and support the strategic plans for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction 
  • Prepare, in collaboration with Director Client Success the QBR and Annual Review 

Reporting
  • Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annually 
  • Review and analyze reports for accuracy and outcomes needed to satisfy the client 
  • Consistent, accurate and timely Salesforce usage 

Implementation and Service Delivery
  • Collaborate with implementation team for effective implementation and service delivery of new accounts.  This also includes addition of services for Child accounts 
  • Improve and maintain the implementation process and ensure consistency and success of implementations 
  • Ensure implementation activities are achieved on schedule and as required 

Qualifications:
  • Bachelor’s degree required.  Master’s Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial services  
  • At least 3-5 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business  
  • Experience with cloud SaaS based solutions or web applications  
  • Strong communication skills and the ability to speak and write professionally to clients.  
  • Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred 
  • Demonstrated consultative sales and client relationship management abilities  
  • Excellent time management, organization, and planning skills are essential  
  • Able to set priorities, influence others, and manage customer expectations  
  • Demonstrated success in customer relationship management  
  • Able to effectively prioritize and multi-task under tight deadlines  
  • Experience using standard MS Office tools  
  • Strong interpersonal and quantitative skills  
  • Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise  
  • Strong understanding of business SaaS business strategies  
  • Ability to travel as business needs require 

Information Governance Accountabilities:
  • A high-level understanding of the organization’s information governance program and role-specific accountabilities  
  • A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information  
  • Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided  
  • Participation in education as required for corporate compliance and role-specific functions and tasks  

HIPAA/Compliance:
  • Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.  
  • Comply with all regulations regarding corporate integrity and security obligations  
  • Report unethical, fraudulent or unlawful behavior or activity  
  • Maintain current and yearly HIPAA certification. 

About QualityHealth

Learn more about QualityHealth
Market Cap
$578.2 million
Industry
Media
Founded
2010
NASDAQ
SHCR
* Ladders Estimates

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