Client Success Manager

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

📋 Description

• Build and sustain robust, enduring relationships with clients and broker/consultant partners assigned to your portfolio.

• Engage in thoughtful and proactive strategic planning aligned with the client’s overarching business objectives.

• Identify and implement strategies to actively involve employee and member populations to enhance clinical outcomes and achieve cost savings.

• Address and resolve issues in a proactive and timely manner.

• Advise clients on best practices, assess service/product offerings, suggest new solutions, and share valuable market insights.

• Develop a comprehensive understanding of population health and healthcare utilization data, effectively communicating results.

• Participate in the planning and launch of health center implementations.

• Oversee contractual obligations, renewal terms, and client renewals according to targeted escalation procedures.

• Discover revenue growth opportunities within existing clients, including new member populations, health centers, products, and services.

• Define and optimize the coverage model for assigned clients.

• Collect customer feedback and collaborate with internal teams to enhance products and services.

• Coordinate client-specific engagement strategies with marketing, covering communications and incentives.

• Collaborate on employee/member engagement, clinical and savings metrics, performance guarantees, and communications with clinical personnel.

• Analyze, summarize, and report on clinic operations performance data while monitoring partnership risk metrics.

• Maintain accurate documentation and reporting in Salesforce.

• Fulfill contractual obligations and assist with RFP processes as required.

• Support client eligibility file processing, invoicing, incentive documentation, and reporting duties.

• Act as the primary point of contact for customer inquiries and requests.

• Cultivate broker relationships and advocate for clients' mutual interests.

• Generate, interpret, and present client reports at the appropriate frequency.

⛳️ Requirements

• Bachelor’s degree in business or healthcare administration, along with 5 or more years of relevant experience in healthcare operations or account/client management, or an equivalent combination of education and experience.

• Demonstrated success in managing clients with complex needs and high expectations.

• Proven ability to influence stakeholders at all organizational levels.

• Strong expertise in healthcare data analytics, performance guarantee models, and ensuring operational/clinical alignment.

• Experience in developing and delivering impactful presentations.

• Excellent oral and written communication skills.

• Strong capability to establish and nurture positive professional relationships.

• Ability to influence others and collaborate across various functions.

• Competence in navigating ambiguity and building effective internal networks.

• Insight into the market, business sector, and associated services.

• Knowledge of process improvement and adherence standards.

• Persistent in following up when delivering client services.

• Excellent project management, account portfolio planning, and prioritization abilities.

• Proficient in Microsoft Office, Tableau, and CRM systems, with a preference for Salesforce experience.

• Willingness to travel up to 50% of the time.

🏝️ Benefits

• Eligibility for annual incentives.

• Certified as a Great Place to Work® with an inclusive, high-trust culture.