Client Success Leader

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure the Machinify team provides value to our clients through streamlined operational processes, enhanced reporting, comprehensive user training, and outstanding support strategies.

• Assist in creating and executing client strategies, which include purposeful relationship building and supporting growth expansion initiatives.

• Extract actionable insights from healthcare claims data and results.

• Project financial outcomes and company revenue based on KPI data and business dynamics.

• Review all client-facing reports for accuracy, including reports on:

• Effects of policy customizations or modifications.

• Comparison of actual results to expected or projected outcomes.

• Trends by product, line of business, policy, providers, etc.

• Develop a comprehensive understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity, translating that insight into a unique value proposition that Machinify can deliver measurable results against.

• Create materials and reports that can be utilized to provide insights to the customer and showcase how the program is performing against key success metrics.

• Document and create visibility for key internal stakeholders on:

• Insights, including outstanding roadmap opportunities, areas of risk, and key client activities and expectations.

• Progress on weekly/monthly/quarterly initiatives.

• Key account metrics (e.g., relationship status, progress toward goals, roadmap, etc.).

• Collaborate with leadership to communicate actionable findings that aid client understanding of the data.

• Become proficient in company platform(s) to support client workflow, delivery, and user onboarding and training.

• Introduce new functionalities, solutions, or capabilities and gather product feedback for formal communication with our Product team.

• Assist in client contracting efforts and SLA management.

• Monitor solution performance and deliver both quantifiable and qualitative insights to customers through regular meetings, quarterly business reviews, etc.

• Serve as a primary contact for client inquiries, client support, and all key client deliverables.

• Be prepared for occasional travel requirements of up to 25% of the year to meet client needs.

⛳️ Requirements

• 5-7 years of experience in client-facing roles (client management, customer success, or similar).

• Proven ability to cultivate and influence relationships within the healthcare payer market.

• Previous experience in the healthcare Payment Integrity space is highly preferred.

• Strong analytical skills and curiosity to make observations, understand questions, and provide explanations regarding data sets and data processes for healthcare claims.

• Excellent communication skills, adept at both presenting prepared materials and discussing relevant topics spontaneously.

• Ability to interact with a variety of individuals and manage multiple requests with quick turnaround times.

• Motivated self-starter with a drive to make a significant impact and a desire to collaborate in a cross-functional team environment.

• Capable of navigating ambiguity and functioning in an 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-tier Medical/Dental/Vision offerings.

• FSA/HSA options available.

• Tuition reimbursement.

• Competitive salary and 401(k) with company match.

• Additional health and wellness benefits and perks.

• Flexible and trusting environment that empowers you to perform at your best.