Manager, Client Success

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

📋 Description

• Foster and enhance relationships with current clients.

• Develop strategies that align with both client and internal business goals.

• Recognize opportunities for expansion and improvements in portfolio performance.

• Aid in initiatives focused on quality enhancement and health outcomes.

• Oversee client retention and satisfaction efforts.

• Comprehend client needs, objectives, and challenges related to quality performance and gaps-in-care solutions.

• Act as a consultative partner for enterprise clients.

• Formulate plans to retain clients and increase impact in line with client aspirations.

• Convey client objectives to internal teams and coordinate execution.

• Proactively manage enterprise accounts.

• Initiate strategic discussions to uncover growth possibilities.

• Collaborate across departments to ensure effective service delivery.

• Handle contractual commitments, service level agreements, and key performance indicators.

• Influence stakeholders and drive recommendations for resolving complex issues.

• Maintain internal records and documentation in Salesforce and relevant areas.

• Develop and implement an annual retention strategy.

• Provide timely and precise forecasts of business revenue.

• Lead training sessions for other teams on programs and market updates.

• Suggest strategies to enhance collaboration and operational effectiveness.

• Sustain complex client relationships while identifying growth opportunities within the designated book of business.

⛳️ Requirements

• Bachelor’s degree.

• Seven years of experience in customer-facing roles such as customer success, account management, customer support, and/or sales.

• Proven experience managing intricate health plan clients and successfully expanding and retaining accounts.

• Strong knowledge of quality performance programs including HEDIS, Medicare Stars, NCQA, and other quality rating systems.

• Proficiency in utilizing Salesforce tools, including Salesforce.com.

• Ability to prioritize and manage several tasks simultaneously.

• Capable of creatively addressing challenges and escalating obstacles as necessary.

• Strong executive presence.

• Exceptional written and verbal communication skills.

• Strong interpersonal abilities with a talent for building relationships with decision-makers and influencers at all levels.

• Analytical and problem-solving skills to influence, negotiate, and close deals while ensuring customer satisfaction and retention.

• Ability to serve as a team resource and thought leader.

• Capability to collaborate and work inclusively as an effective individual contributor.

• Willingness to travel occasionally, up to 20% of the time.

🏝️ Benefits

• Annual bonus under the Labcorp Bonus Plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• 401(k).

• Paid Time Off (PTO) or Flexible Time Off (FTO).

• Tuition Reimbursement.

• Employee Stock Purchase Plan.