Job SummaryThe Client Success Manager is a client-facing member of the Partner Success and Business Development team. This individual helps ensure optimal client and member experience while developing and executing strategic account management plans. The Client Success Manager's primary responsibility is to evaluate assigned partners' business and operational needs, develop tailored account strategies, and advise company leadership and partner decision-makers on significant implementation, performance, and relationship issues. The role independently assesses alternative solutions, recommends priorities and actions, and leads cross-functional planning for assigned accounts.
Reporting to the Director of Account Management and working closely with the company's Chief Growth Officer, we are seeking an experienced and professional individual to help drive partnership delivery efforts in account management. The ideal candidate will have a general understanding of value-based care models, experience working with health plans and healthcare organizations, and a proven track record demonstrating excellent project management, account management, and communication skills.
Job DescriptionEssential Duties and Responsibilities- Partners with Director of Account Management to identify, track and report, and resolve partner success improvement opportunities
- Leads the assessment of client operational needs and performance data; develop and recommend tailored account strategies, priorities, and corrective-action plans; and revise those plans as conditions change.
- Responsible for supporting implementation activities for new market launch and client account expansions
- Translate material client requirements into proposed operational changes
- Manages a cadence of proactive and recurring scheduled client interactions, including ad hoc meetings and joint operating committee events
- Responsible for ongoing relationship development with key decision-makers and overall partner success in key assigned accounts
- Advises partner decision-makers on tailored approaches to material operational challenges and explains the basis for recommended changes.
- Partners with Director of Account Management and Chief Growth Officer to work cross functionally to respond to urgent client requests and strategic priorities
- Analyzes data and reports with cross functional leaders to draft client-facing materials and deliverables
- Provides support across the Account Management team and Business Development team to manage internal projects and external communications
- Partners with Marketing, Member Experience, IT/Data, Clinical Leadership, and other cross functional teams to ensure partner success and optimal member experience
- Investigate significant account problems, determine an appropriate response and escalate matters where appropriate
- Performs other duties as assigned
Job RequirementsRequired Qualifications- 5+ years of account management, consulting, project management or marketing experience
- Bachelor's Degree
Preferred Qualifications:- Health plan experience, preferably working with Medicare Advantage plans
- Proven track record demonstrating excellent organization and project management skills
- Exceptional communication and interpersonal skills conducive to building client relationships
- Experience working in a fast-paced, collaborative team environment to achieve both quantitative and qualitative goals
Work EnvironmentRemote
