Client Success Manager

ACU-Serve • 4h ago

Position Overview: The Client Success Manager of Implementations and Operations is responsible for overseeing the successful implementation of projects and ensuring efficient operational processes. This role involves managing a team, coordinating with clients, and continuously improving workflows to enhance client satisfaction and operational efficiency.

Key Responsibilities:

Oversee daily operations across intake, billing, and AR to ensure accuracy, timeliness, and compliance with internal goals and external standards.
Develop and implement policies, procedures, and performance metrics that optimize reimbursement, streamline collections, and improve financial outcomes.
Monitor key activities including authorizations, billing, posting, collections, AR, and adjustments to ensure they remain within established benchmarks.
Prepare and analyze detailed reports on billing, collections, AR, bad debt, and insurance activity, including tracking codes, denials, payments, and refunds.
Lead and mentor billing, AR, and implementation teams through effective hiring, coaching, and performance management, fostering a culture of accountability and growth.
Conduct weekly team meetings, weekly/bi-weekly 1:1s, and annual performance reviews with direct reports, including quarterly goal-setting and continuous feedback.
Provide exceptional customer service by responding promptly to internal and external inquiries and maintaining strong client relationships.
Serve as the primary point of contact during client implementations, managing expectations, addressing concerns, and ensuring successful onboarding.
Supervise the execution of new client projects from initiation to completion, ensuring timely delivery and client satisfaction.
Conduct regular client calls (weekly, bi-weekly, monthly, or as needed) to provide updates, resolve issues, and maintain engagement.
Collaborate with HR, Learning & Development, and senior leadership to design and deliver training programs aligned with organizational goals and employee development.
Evaluate training effectiveness through feedback and assessments, refining programs to enhance learning outcomes and operational impact.
Maintain comprehensive documentation for all implementations, including project plans, client-specific requirements, and post-implementation reviews.
Stay current with industry regulations, reimbursement rules, billing practices, and coding standards through continued education and conference participation.
Support billing and collections activities as needed to meet client expectations and departmental goals.
Complete daily, weekly, and monthly assignments as directed by management.

Supervise and mentor a team of implementation specialists and operations staff.

Monitor the effectiveness of activities to ensure authorizations, billings, postings, collections, accounts receivable and adjustments stay within established ranges.

Document and maintain comprehensive implementation documentation, including project plans and client-specific requirements.

Assign tasks and responsibilities to team members, ensuring clear communication and alignment with project objectives.

Conduct regular performance reviews and provide constructive feedback to team members to promote professional growth and development.

Miscellaneous duties assigned by upper management

Qualifications:

2+ years of experience in implementation, revenue generation, or related fields.
Bachelor’s degree in business administration or a related field is a plus.
2+ years of experience in training and development, focusing on improving driving performance.
Strong project management skills, with the ability to manage multiple initiatives simultaneously and meet deadlines.
Excellent communication, presentation, and interpersonal skills, with the ability to collaborate effectively across all organizational levels.
Analytical mindset with proficiency in interpreting data and metrics to measure training impact.
Experience with learning management systems (e.g., Weinfuse, CPR+, Caretend, SharePoint, Microsoft Office) and other relevant tools is advantageous.