Client Success Manager

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

📋 Description

• Cultivate and enhance relationships with current clients.

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

• Identify opportunities for expansion and improvement in portfolio performance.

• Oversee client retention and satisfaction by understanding their needs, objectives, and challenges.

• Act as a consultative partner to enterprise clients.

• Formulate plans to retain clients and expand impact in line with client objectives.

• Communicate client goals to internal teams and ensure successful delivery against those objectives.

• Proactively manage enterprise accounts and initiate strategic discovery discussions.

• Collaborate across functions to guarantee effective service delivery.

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

• Influence stakeholders and drive recommendations to address complex issues.

• Maintain reporting and documentation within Salesforce.

• Develop and implement an annual client retention strategy.

• Provide revenue forecasts for the book of business.

• Lead training sessions for other teams regarding programs and market updates.

• Suggest enhancements to workflows and strategies for increased efficiency.

⛳️ Requirements

• Bachelor's degree required.

• A minimum of 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 successfully growing and retaining accounts.

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

• Proficient in using Salesforce tools, including Salesforce.com.

• Ability to prioritize and manage multiple tasks, creatively address challenges, and escalate issues as necessary.

• Strong executive presence with exceptional written and verbal communication skills.

• Excellent interpersonal skills with the capacity to build relationships with decision-makers and influencers at all organizational levels.

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

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

• Availability to work Monday through Friday, Eastern Standard Time.

🏝️ Benefits

• Annual bonus under the Labcorp Bonus Plan.

• Medical coverage.

• Dental insurance.

• Vision coverage.

• Life insurance.

• Short-term disability (STD) insurance.

• Long-term disability (LTD) insurance.

• 401(k) plan.

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

• Tuition Reimbursement program.

• Employee Stock Purchase Plan.