Client Success Manager, Union SME

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

📋 Description

• Build and sustain robust and enduring partnerships with clients and broker/consultants for assigned small to medium-sized accounts.

• Oversee clients aligned with small group service package standards, which may require minimal interaction and standardized processes.

• Acquire a comprehensive understanding and keen interest in population health and healthcare utilization data, with the skill to articulate insights - using data to narrate a story (relate and interpret data).

• Engage in planning and launching new health center implementations in collaboration with the Sales team, local operations leadership, and the Implementation Team.

• Lead competitive renewal re-bids for designated clients.

• Manage contractual obligations, including renewal terms, and successfully renew clients at targeted escalation levels.

• Focus on low-margin clients to enhance revenue and expense management.

• Recognize and pursue revenue growth opportunities with current clients, including new member populations, health centers, products, and services.

• Assist clients with tiered engagement models or aggregator relationships.

• Help to define and utilize the "coverage model" for assigned accounts.

• Utilize innovative feedback tools to gain insights into customer needs, collaborating with internal partners to enhance products and services.

• Operate within a team-oriented environment, working closely with Client Success Directors (CSDs) for daily leadership, mentorship, and escalation support.

• Collaborate with the marketing team to create and execute client-specific engagement plans, including communication and incentive strategies to enhance utilization and patient experience.

• Partner with Directors of Operations and local health center leadership to promote employee and member engagement, achieve clinical and savings metrics, meet performance guarantees, and maintain open communication with clinical staff.

• Work together with Operational & Clinical leadership to analyze, summarize, report, and manage performance data related to clinic operations.

• Understand and monitor risk metrics pertinent to the partnership's success.

• Proactively oversee and manage Performance Guarantees to regulate payouts.

• Document and report using Salesforce.

• Fulfill all required contractual obligations promptly; may assist with Requests for Proposals (RFPs) as needed.

• Support the coordination of client eligibility file processing, invoicing, incentive documentation, and reporting.

• May act as the primary point of contact for all customer requests and needs.

• Maintain broker relationships and foster positive interactions to advocate for mutual clients.

• Generate, interpret, and deliver client reports at the designated frequency.

⛳️ Requirements

• Bachelor’s degree in Business or Healthcare Administration and 2-5 years of experience in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

• Proficient in developing and delivering presentations.

• Exhibits a high-energy personal style and a knack for process-oriented thinking.

• Possesses excellent oral and written communication skills.

• Capable of building, nurturing, and sustaining positive professional relationships.

• Ability to influence others and work cross-functionally; adept at managing ambiguity and has the organizational insight to create effective internal networks.

• Eager to gain an in-depth understanding of the market, business sector, and related services while thinking creatively to devise efficient and sustainable solutions.

• Advocates for process improvement and compliance.

• Demonstrates tenacity in following up on client service delivery.

• Strong project management, account portfolio planning, and prioritization skills.

• Proficient in Microsoft Office, Tableau, and CRM products (Salesforce experience is preferred).

• Willing to travel up to 50%.

🏝️ Benefits

• FREE Marathon Health services for you and your family.

• Comprehensive Health & Wellness Benefits: Options for 2 medical plans, 2 dental plans, vision coverage, unlimited free mental health benefits, EAP resources, and Rewards for challenges and healthy lifestyle activities.

• Family-Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits, along with paid parental leave.

• Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters.

• Financial Support: Company-paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, and a 401(k) plan with employer match and graded vesting.

• Continuing Medical Education (CME) to maintain and enhance the knowledge, skills, and expertise of our health center teammates, as applicable.