Senior Client Manager

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

📋 Description

• Oversee a portfolio of client accounts, acting as the primary representative of Modern Health for our most important customers.

• Establish and nurture relationships with a diverse array of global stakeholders, including Benefit Managers, HR Executives, and consultants.

• Collaborate and assist sales initiatives by embodying the Client Management role, demonstrating how we support and partner with our clients.

• Organize regular global account meetings to refine and synchronize customer strategies.

• Collaborate with Global Client Managers, if applicable, to ensure a unified and consistent approach across different regions.

• Work alongside clients to outline and implement a customized program strategy for Modern Health that fits within their overall benefit offerings.

• Advocate for and promote engagement with Modern Health’s mental wellness programs, transforming clients into advocates who can serve as references and case studies.

• Act as the main contact for updates on global solutions and upcoming developments, while serving as an accessible local contact for urgent matters and escalations.

• Maintain awareness of various cultural nuances that impact client interactions globally.

• Provide local implementation support in partnership with the US-based implementation team.

• Assist clients in understanding available training topics, delivering tailored Benefit Overview sessions to meet their specific needs.

• Lead and support global QBRs/ABRs, including fulfilling daily reporting requests for global customers.

• Strategically leverage data and insights to inform decision-making, using storytelling and actionable recommendations that foster long-term success.

• Utilize tools such as Looker, Gainsight, and Salesforce to assess client health, identifying both opportunities and risks.

• Drive measurable success in engagement and revenue outcomes, including enhanced wellness impact, benefits utilization, retention, renewals, and product expansion.

• Collaborate across functions with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health.

⛳️ Requirements

• A minimum of 10 years in managing client relationships or selling to HR leaders; experience in employer benefits and healthcare is highly advantageous.

• Demonstrated success in strategically and independently managing a book of business, including engagement with executive sponsors, senior leaders, and HR decision-makers.

• Proficiency in English is essential; knowledge of additional languages is a plus.

• Proven track record of achieving high metrics in retention, adoption, renewal, and expansion, including the successful closing of large expansion opportunities.

• Skilled in developing and executing account strategies that maximize customer value and drive revenue growth.

• Ability to forge strong, trusted relationships and serve as a strategic advisor to clients.

• Proactive in identifying risks, troubleshooting issues, and ensuring timely resolutions.

• Capable of handling objections and negotiating independently with clients.

• Strong presentation skills with experience in leading high-profile projects such as QBRs/ABRs.

• Excellent problem-solving and analytical abilities, with a knack for deriving actionable insights from customer data (e.g., Salesforce, Gainsight, Looker).

• Proven ability to understand client business environments and align solutions with their objectives.

• Enthusiastic about embracing new challenges and creating scalable processes, while maintaining a keen attention to detail.

• Adaptable and responsive in fast-paced, cross-functional settings, demonstrating a strong sense of urgency, initiative, and independence.

• Highly coachable, open to feedback, and able to provide constructive feedback to peers and leadership.

• Balances humility with confidence during challenging discussions while influencing cross-functional projects and advising leadership.

• Intellectually curious, quick to learn, and eager to share new tools, concepts, and best practices.

• Deeply passionate about customer success with a proactive approach to overcoming challenges.

• Genuine commitment to establishing the organization as a trusted advisor by providing long-term solutions to complex issues.

• Aligned with the company’s mission through a dedication to improving outcomes in healthcare, benefits, and mental wellness.

🏝️ Benefits

• Medical / Dental / Vision / Disability / Life Insurance

• High Deductible Health Plan with Health Savings Account (HSA) option

• Flexible Spending Account (FSA)

• Access to coaches and therapists through Modern Health's platform

• Generous Time Off

• Company-wide Collective Pause Days

• Parental Leave Policy

• Family Forming Benefit through Carrot

• Family Assistance Benefit through UrbanSitter

• Professional Development Stipend

• 401k

• Financial Planning Benefit through Origin

• Annual Wellness Stipend to spend on items that enhance your overall well-being

• New Hire Stipend to assist with work-from-home setup costs

• ModSquad Community: Virtual events including active ERGs, holiday-themed activities, team-building events, and more

• Monthly Cell Phone Reimbursement