Client Success Manager

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

📋 Description

• Build and nurture relationships with hiring authorities within client organizations.

• Provide exceptional client service while fulfilling staffing requirements, adhering to contract SLAs, and meeting KPIs.

• Act as a liaison between clients and providers, supporting day-to-day client interactions.

• Oversee and manage team KPIs, including time to fill, starts, extensions, TOA, internal fill, and fill rate.

• Effectively handle a minimum of 300 TOA alongside 2 Client Success Associates.

• Foster relationships with existing clients, vendor partners, and internal team members.

• Gain expertise in VMS technology for management and client configurations, staffing processes, candidate onboarding, and customer support.

• Enhance efficiencies and hasten placement activities.

• Identify opportunities to broaden service lines, including clinical interviewing, CAP, Stogo, International RNs, strike coverage, and Locums.

• Manage rate negotiations and pricing discussions based on market conditions.

• Maintain communication with suppliers regarding open contracts, reasons for declines, and extensions.

• Oversee requisitions and forecasts with clients to streamline placement processes and service delivery.

• Develop supplier partnerships aimed at improving fill ratios, time to fill, and placement quality.

• Supervise assigned remote-based client relationship team members, which includes hiring, training, work assignments, evaluations, coaching, development, and performance reviews.

• Create and disseminate activity, performance, and customer satisfaction reports.

• Travel as necessary for client relationships and team initiatives.

• Provide coverage for team members when required.

• Lead assigned team members and manage relevant work processes.

• Set performance standards, objectives, priorities, and development goals.

• Conduct annual performance evaluations in line with organizational policies and procedures.

⛳️ Requirements

• Proven proficiency in managing accounts in staffing, MSP, and/or healthcare, typically acquired over three (3) years in a similar position.

• Familiarity with healthcare, medical terminology, and/or healthcare services.

• Demonstrated experience in building relationships with various levels of leadership in complex accounts.

• Understanding of vendor management systems (VMS).

• Willingness to travel up to 10% of the time as necessary for client or other business meetings.

• Ability to adapt and thrive under high stress and pressure in a fast-paced environment.

• Proficient in relationship building and developing strong business partnerships.

• Excellent time management skills with a proven track record of meeting deadlines.

• Strong organizational skills and attention to detail.

• Robust analytical and problem-solving abilities.

• Proven experience with Microsoft Office applications (Word, Outlook, Excel) and Internet usage.

• Open to any suitable combination of education, training, and experience.

• Preferred: Experience in the healthcare industry.

• Preferred: College degree.

• Preferred: Knowledge of hospital systems, medical terminology, and/or healthcare services.

🏝️ Benefits

• Eligible for variable bonus.

• Medical, Dental, Vision, Life, and Long-Term Disability insurance.

• Short-Term Disability, Accident, and Critical Illness coverage.

• Legal Assistance, Identity Protection, and Pet Coverage.

• Retirement Plan with Employer Match.

• Generous vacation plan.

• 8.5 paid holidays.

• Remote work arrangement.

• Travel opportunities as needed for client relationships and client success team initiatives.