Client Success Manager

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

📋 Description

• Develop and strengthen relationships with current clients.

• Formulate strategies that align with both client and internal business goals.

• Recognize opportunities for expansion and enhancements in portfolio performance.

• Assist in initiatives aimed at improving quality and health outcomes.

• Promote client retention and satisfaction.

• Act as a consultative partner for enterprise clients.

• Design plans aimed at retaining clients while increasing business impact in line with their objectives.

• Communicate client objectives to internal teams and oversee the delivery process.

• Manage enterprise accounts proactively and engage in strategic discovery discussions.

• Work collaboratively across departments to ensure effective service delivery.

• Oversee contractual obligations, service level agreements, and key performance indicators.

• Persuade internal and external stakeholders to address complex challenges.

• Keep internal reporting and documentation updated in Salesforce.

• Develop and implement an annual retention strategy.

• Predict revenue for the book of business by program, timeline, and value.

• Conduct training for other teams and share market insights.

• Suggest strategies to enhance collaboration and improve workflows.

⛳️ Requirements

• Bachelor’s degree.

• 7 years of experience in customer-facing roles such as customer success, account management, customer support, and/or sales.

• Proven experience managing complex health plan clients and effectively growing and retaining accounts.

• Strong understanding of quality performance programs, including HEDIS, Medicare Stars, NCQA, and other quality rating systems.

• Familiarity with Salesforce tools, including Salesforce.com.

• Ability to prioritize tasks and manage multiple responsibilities, creatively solve issues, and escalate challenges when necessary.

• Strong executive presence complemented by excellent written and verbal communication skills.

• Excellent interpersonal skills, capable of building relationships with decision-makers and influencers at all organizational levels.

• Analytical and problem-solving abilities to persuade, negotiate, and successfully close deals while ensuring high customer satisfaction and retention.

• Willingness to travel as required, up to 20% of the time.

🏝️ Benefits

• Annual bonus under the Labcorp Bonus Plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• 401(k).

• Paid Time Off (PTO) or Flexible Time Off (FTO).

• Tuition Reimbursement.

• Employee Stock Purchase Plan.