Job Summary
The Manager, Client Success is responsible for helping to maintain and grow the payer client portfolio by ensuring client satisfaction. They are responsible for leading the Payer Client Success team, helping them to grow in their ability to provide consultative support to ensure client satisfaction which in turn provides revenue growth opportunities for our business and the client's.
Essential Duties & Responsibilities
- Build effective strategies, tools, and processes in collaboration with other Outcomes areas to ensure client commitments are met. Set priorities to deliver account satisfaction and increased value to our clients.
- Acts as an advisor to clients to promote business discussions and identify operational strategies that meet client objectives and align with Outcomes corporate vision or inspire innovative solutions.
- Develop and maintain strong relationships with payer clients to establish a trusted partnership with client facing teams.
- Represents client internally and coordinates with other departments to implement new programs and services, coordinate resources for projects, and address ongoing service needs.
- In concert with Sales, may recommend sales strategies, and advise clients on Outcomes solutions and services that meet their needs.
- Uses a consultative approach to understand the client's needs, identifies next steps, and leads the engagement between Outcomes and the client.
- Handle the overall responsibility for managing client relationships, owning client retention and satisfaction KPIs.
- Manage the Payer Client Success team effectively to ensure client needs are met to ensure retention.
Qualifications
KNOWLEDGE & REQUIREMENTS
- Ability to solve complex problems by providing timely solutions with a sense of urgency.
- Experience collaborating closely with cross functional leaders both internally and externally.
- Ability to successfully manage multiple priorities while maintaining accuracy and efficiency to ensure every client has a positive experience
- Desire to build and grow a passionate, high performing team.
- Strong track record of working in a client facing environment and driving initiatives to improving client satisfaction.
- Prior experience acting as the primary point of contact for multiple smaller projects or a single large project.
- Proficient in creating and delivering management level presentations and executive summaries.
- Has a high-level of personal organization, as well as the ability to promote efficient and effective organized teamwork.
- The ability to influence without formal authority & to interact effectively with all levels within our clients’ business.
- Some upselling or cross-selling experience.
- Experience managing, growing, and training customer success/account management teams.
- Sets the overall strategic plan for the Client Success organization while focusing on driving client growth through incremental upsell and cross sell opportunities and client retention.
- Develop Client Success best practices and drive processes for continuous improvement and collaboration across the organization.
- Applications: MS applications and Salesforce
- Travel Requirements: Domestic and/or International, up to 25% domestic
Education & Experience Requirements
- Minimum years of work experience: 8 years
- Minimum level of education or education/experience: Bachelor’s degree preferred, client relationship management experience within the Payer industry required. Previous experience in growing and managing teams required.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Frequent sitting in stationary position at a desk
- Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
- Occasional twisting of body
- Occasional reaching by extending hands and arms in any direction
- Occasional lifting, pulling, or pushing
What’s In It For You?
- Medical, Dental and Vision Plans
- Voluntary Benefits
- HSA & FSA
- Fertility & Family Planning Benefits
- Paid Parental Leave
- Adoption Assistance Program
- Employee Resource Groups
- Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
- 11 Paid Holidays
- Corporate Wellness Program
- 401k Employer Match & Roth Option Available – immediate eligibility
The hiring range for this position is $120,000-$150,000. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.
