Client Success Manager

📋 Description

• Lead initiatives aimed at improving processes within the Client Services division to enhance compliance, efficiency, and quality assurance.

• Identify, map, analyze, and redesign operational workflows; document both current and future state processes with precise standards and controls.

• Continuously assess existing processes to discover opportunities for reducing friction, standardizing practices, and boosting team performance.

• Maintain a comprehensive and up-to-date library of process documentation for Client Services operations.

• Gather requirements, create project timelines, assign responsibilities, and ensure the successful completion of internal improvement initiatives.

• Direct high-priority, one-time client-facing projects in collaboration with the Client Services team.

• Manage complex, cross-functional projects that necessitate coordination among Client Services, Operations, Finance, Clinical, and Marketing departments.

• Monitor and report on project status, risks, and outcomes to relevant stakeholders and leadership.

• Oversee all facets of third-party vendor relationships, including procurement standards, contract adherence, onboarding, and ongoing operational management.

• Act as the primary internal contact for vendor escalations and performance-related issues.

• Assess vendor performance against established benchmarks and recommend changes as necessary.

• Develop and maintain marketing materials for clients and members, including PowerPoint presentations, flyers, brochures, and email communications.

• Ensure all materials align with current VytlOne branding, product updates, and regulatory requirements.

• Create and distribute internal communications for Client Services as needed, including team announcements, product updates, and notifications of process changes.

• Adhere to VytlOne’s Ethical Business Conduct policy and Compliance Program.

• Promptly report any allegations of misconduct to the Compliance Department.

• Ensure compliance with OIG and SAM Medicare/Medicaid exclusion lists.

• Complete all mandatory training within designated timeframes.

⛳️ Requirements

• A Bachelor’s degree is required, or an equivalent combination of relevant education and applicable experience; a degree in Business, Healthcare Administration, Operations Management, or a related field is preferred.

• 2-3 years of progressive experience in account management, client services, healthcare solutions, or pharmacy benefit management.

• Knowledge of PBM operations, including claims administration, benefit design, or plan sponsor support.

• Experience working directly with or alongside account management teams in a client-facing or client-support role.

• Understanding of the mid-market employer, health system, or TPA client landscape is advantageous.

• Over 5 years of experience leading process improvement initiatives, encompassing the identification, mapping, analysis, and streamlining of operational workflows.

• Proven ability to gather project requirements, develop timelines, document process flows, and drive implementation to successful completion.

• Experience managing cross-functional projects involving multiple internal and external stakeholders.

• Familiarity with project management tools (e.g., Jira, Microsoft Project, or similar) and process documentation standards.

• Experience in managing third-party vendor relationships, including selection, onboarding, and ongoing oversight.

• Strong written and verbal communication skills; capable of presenting findings and recommendations to leadership and cross-functional teams.

• Proficient at translating operational complexities into clear documentation, process maps, and action plans.

• High attention to detail with excellent organizational and prioritization skills in a multi-project environment.

• Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint, Outlook) is required; experience with CRM and reporting tools is a plus.

• Ability to create and update professional marketing materials for clients and members, including presentations, flyers, and email communications.

• A collaborative team player who effectively works across departments and is comfortable navigating ambiguity and competing priorities.

• Self-motivated with strong follow-through; capable of managing workload independently without close supervision.

🏝️ Benefits

• Comprehensive mental health and wellbeing resources.

• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, featuring an $850 individual annual medical deductible and $25 office visit copays, accompanied by low biweekly premiums.

• Company-paid basic life/AD&D, short-term and long-term disability insurance.

• Rx, dental, vision, additional voluntary benefits, and FSA.

• Employer-matched 401k Plan.

• Industry-leading PTO plan.

• And more!