Senior Client Success Manager

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

📋 Description

• Cultivate and maintain relationships with hiring authorities within client organizations.

• Gain an understanding of client culture and business processes to surpass expectations and deliver outstanding service.

• Fulfill staffing needs while adhering to contract SLAs and KPIs.

• Act as a liaison between clients and oversee daily client operations.

• Enhance existing client relationships by generating new business and informing clients about service offerings.

• Track and oversee team KPIs related to MSP delivery.

• Lead designated team members and manage work procedures effectively.

• Set performance standards, goals, priorities, and responsibilities.

• Conduct annual performance evaluations and supervise in accordance with organizational policies.

• Oversee a minimum of 450 TOA while supervising Client Success Managers and Associates.

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

• Acquire knowledge of VMS technology for managing and configuring clients, staffing processes, candidate onboarding, and customer leadership.

• Enhance efficiencies and speed up placement activities.

• Broaden service lines including clinical interviewing, CAP, Stogo, International RNs, strike coverage, and Locums.

• Manage consultation on rates and pricing; negotiate rates based on market conditions as necessary.

• Communicate with suppliers regarding open contracts, reasons for declines, and contract extensions.

• Manage requisitions and forecasting with clients to drive placements and ensure service satisfaction.

• Build supplier relationships to enhance fill ratios, reduce time to fill, and improve placement quality.

• Manage remote client relationship team members, including hiring, training, assigning tasks, coaching, development, and conducting performance reviews.

• Create and distribute reports on activity, performance, and customer satisfaction.

• Travel as required to strengthen client relationships and team initiatives.

• Provide coverage for team members when necessary.

• Adhere to the organization’s Core Values.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Proven experience in managing accounts (i.e., resolving escalations, managing requisitions, enhancing performance, KPIs, and service levels) in staffing, MSP, and/or healthcare (hospital acute care preferred); typically acquired through three (3) years in a similar position.

• Knowledge of healthcare, medical terminology, and/or healthcare services.

• Established track record of developing relationships with various levels of leadership in complex accounts.

• Familiarity with vendor management systems (VMS).

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

• Proficient in building relationships and cultivating strong business partnerships.

• Exceptional time management skills with a demonstrated ability to meet deadlines.

• Excellent organizational skills and attention to detail.

• Strong analytical and problem-solving abilities.

• Proven proficiency in Microsoft Office applications (Word, Outlook, Excel) and Internet usage.

• Willingness to travel up to 25% of the time for client or other business meetings.

• Acceptable combinations of education, training, and experience will be considered.

🏝️ Benefits

• Variable bonus plan.

• Medical, Dental, Vision coverage.

• Life insurance and Long-Term Disability benefits.

• Short-Term Disability coverage.

• Accident insurance.

• Critical Illness coverage.

• Legal assistance services.

• Identity protection services.

• Pet coverage options.

• Retirement plan with employer match.

• Generous vacation policy.

• 8.5 paid holidays.