Client Success Portfolio Manager

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

📋 Description

• Assist in the retention and expansion of a diverse portfolio of intricate clients to meet business objectives.

• Aggregate client/member escalations for analysis of root causes, resolution, continuous communication, and identification of themes.

• Directly oversee clients when the team is at capacity, experiences attrition, or when Client Service Principals are temporarily unavailable.

• Advance retention and upselling initiatives throughout the portfolio.

• Create materials and extract insights for client meetings, business reviews, and strategic discussions.

• Spearhead Client Service Delivery projects aimed at enhancing TCO effectiveness and expediting improvements in client and member experiences.

• Formulate project plans, proposals, progress reports, regular updates, and presentations.

• Develop actionable content to ensure consistent execution throughout the client lifecycle.

• Lead cross-functional teams focused on Client Service Delivery projects.

• Represent the perspectives of the portfolio and AVP in Client Service Delivery initiatives.

• Collect input from the team, disseminate it in workgroups, and keep leadership and the team informed about priorities, progress, obstacles, and timelines.

⛳️ Requirements

• Minimum of 5 years of experience working with Fortune 500 clients in the B2B healthcare sector.

• In-depth knowledge of benefits and healthcare.

• Outstanding written and verbal communication abilities.

• Superior presentation skills.

• Capability to convey a compelling value proposition, provide insights, and navigate challenging conversations.

• Executive presence with the ability to consult and influence high-level executives.

• Proficient in collaborating across functions to achieve results.

• Strong sense of personal accountability for decisions, actions, and processes that foster long-term client relationships.

• Competence in analyzing and interpreting data to extract insights that support value delivery for clients.

• Ability to operate independently in a fully remote, fast-paced, and rapidly evolving environment with significant ambiguity.

• Enthusiasm for Included Health’s mission.

• Solution-oriented, inquisitive, lifelong learner, and an optimistic problem solver.

• Willingness to travel up to 25%.

🏝️ Benefits

• Commission.

• Equity.

• Remote-first culture.

• 401(k) savings plan through Fidelity.

• Comprehensive medical, vision, and dental coverage through various medical plan options, including disability insurance.

• Paid Time Off (PTO) and Discretionary Time Off (DTO).

• 12 weeks of fully paid parental leave.

• Fertility coverage.

• Up to $25,000 for surrogacy/adoption.

• Paid leave for unsuccessful treatments, adoption, or pregnancies.

• Work-From-Home reimbursement to facilitate team collaboration and support home office work.