Client Success Manager

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

📋 Description

• Oversee relationships with clients and brokers/consultants throughout the client lifecycle, ensuring consistent communication and proactive feedback collection to enhance client satisfaction.

• Convey information clearly and succinctly in both verbal and written forms, exhibiting strong time management, prioritization abilities, and empathy towards clients.

• Handle client communications for engagement marketing initiatives, which include open enrollment events, webinars, mailers, ad-hoc marketing requests, and case studies.

• Act as the product specialist and advocate for specialty care by guiding clients through features, use cases, and issue resolution while emphasizing best practices for adoption.

• Work collaboratively in a team setting, ensuring effective coordination, clear communication, and alignment across various departments.

• Ensure the fulfillment of company and client goals by taking ownership of the execution of agreed-upon action items, maintaining alignment among stakeholders, and following through on commitments.

• Collaborate with Client Executives to enhance retention and identify potential churn risks, as well as opportunities for upselling and expansion.

• Keep accurate data input and integrity within the customer relationship management system for all assigned clients.

• Manage service issue resolution comprehensively by investigating root causes, documenting findings, coordinating solutions across teams, and implementing improvements to avoid recurrence.

• Function effectively in a high-volume setting, balancing proactive planning with frequent client requests, follow-ups, and changing priorities.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Over 5 years of experience in client relationship and/or account management within the employee benefits, healthcare, or consulting sectors, including at least one startup.

• Willingness to travel up to 20%-25% of the time.

• Proficiency in Salesforce and SharePoint, knowledge of data integration, and a background in Health Plans, TPAs, Insurance, and/or benefits.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements

• Professional development

• Collaborative culture