Lead, Client Success

JOB SUMMARY:

The Associate Client Success Manager will support the Client Success team in ensuring the success and satisfaction of our healthcare payor clients. This entry-level role will assist in managing client relationships, driving product adoption, and ensuring that clients achieve their desired outcomes through our technology solutions. This role requires a basic understanding of the healthcare payor industry, strong communication skills, and a proactive approach to learning and problem-solving.

JOB ROLES AND RESPONSIBILITIES:

1. Client Support: Assist in building and maintaining strong relationships with key stakeholders at healthcare payor and provider organizations.
2. Onboarding and Training: Support the onboarding process for new clients, helping to ensure they are effectively trained and equipped to use our products and services.
3. Product Adoption: Help drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients.
4. Performance Monitoring: Assist in monitoring client performance metrics and usage data to identify opportunities for improvement.
5. Issue Resolution: Act as a point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
6. Client Advocacy: Gather and relay client feedback to product development and other teams to enhance our offerings.
7. Reporting and Analysis: Assist in preparing and presenting regular reports on client status, performance, and satisfaction to internal and external stakeholders.
8. Continuous Improvement: Contribute to the identification and implementation of best practices for client success, helping to develop processes and tools that enhance client experience.
9. Identify and communicate customer business needs and expectations to the Company's process owners for the development, enhancement, and implementation of all services.
10. Monitor market/competitive information and consult with assigned customers to develop and participate in customer specific sales strategies.
11. Collaborate, coordinate, and communicate across disciplines and departments.
12. Ensure compliance with HIPAA regulations and requirements.
13. Demonstrate commitment to the Company's core values.
14. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role.
15. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE:
The Client Success Manager must be strategic in managing their block of business. An incumbent must also understand and exceed the expectations of the client in their partnership with the Company and initiate improvements to better service the client. An incumbent must deliver effective and organized presentations in order to increase the Company's revenue from new or existing clients. The Client Success Manager has the latitude and authority to make commitments on behalf of the Company within defined parameters.

JOB REQUIREMENTS (Education, Experience, and Training):

* Education: Bachelor's degree in business, Healthcare Administration, clinical degree, a related field or comparable industry experience. Advanced degree preferred.
* Experience: 5+ years of experience in client success, account management, or a related role within the healthcare payor or technology industry.
* Industry Knowledge: Strong understanding of the healthcare payor landscape, including key challenges and opportunities.
* Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
* Problem-Solving: Proactive and solution-oriented mindset, with the ability to navigate complex client issues and drive resolution.
* Technical Proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.
* Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams.
* Analytical Skills: Ability to analyze data and metrics to drive decision-making and demonstrate value to clients.

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

• Medical, dental and vision coverage with low deductible & copay

• Life insurance

• Short and long-term disability

• Paid Parental Leave

• 401(k) + match

• Employee Stock Purchase Plan

• Generous Paid Time Off - accrued based on years of service

• WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service

• 10 paid company holidays

• Tuition reimbursement

• Flexible Spending Account

• Employee Assistance Program

• Sick time benefits - for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits

COMPENSATION

The salary range for this position is $115K- $125K. Specific offers take into account a candidate's education, experience and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.

APPLICATION DEADLINE

We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.

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