Broker Channel Customer Success Manager

As a Broker Channel Customer Success Manager at Sana, your responsibilities include managing and scaling processes for a high volume of broker channel accounts, facilitating smooth customer transitions from Sales to Implementation, and being the go-to contact for day-to-day inquiries. You'll also conduct Quarterly Business Reviews, manage annual renewals, and serve as a consultant on benefits and compliance to ensure our clients are getting the most out of our services.

To be considered for the Broker Channel Customer Success Manager role at Sana, candidates should ideally have over 4 years of experience, particularly in fast-growth environments within the health or benefits sector. It's a plus to understand health plan operations and financials. Additionally, candidates should be licensed brokers or willing to secure their broker license within one year. A values-oriented mindset coupled with strong attention to detail and the ability to thrive in a startup culture is crucial.

In the role of Broker Channel Customer Success Manager at Sana, you'll lead and nurture client relationships by being the primary contact for day-to-day interactions. Your role will involve presenting plan data, conducting meaningful Quarterly Business Reviews, and proactively managing any potential escalations, ensuring that client concerns are addressed promptly and effectively to foster trust and confidence in our services.

Sana offers a dynamic, fast-paced work environment where as a Broker Channel Customer Success Manager, you'll be expected to adapt to changes and collaborate closely with various teams. Our culture is one of continuous learning and improvement, and we encourage team members to step outside conventional job descriptions to contribute creatively to our company’s mission of improving healthcare accessibility.

A Broker Channel Customer Success Manager at Sana can expect a competitive salary ranging between $75,000 to $85,000 yearly plus equity, all while working remotely. You will be part of a supportive team dedicated to making a real impact in the healthcare sector. Additionally, you will receive the chance to grow professionally in an innovative environment backed by reputable Silicon Valley venture firms.

When faced with escalated client issues, I prioritize listening to the client's concerns to fully understand the situation. I ensure clear communication with the client about what steps I will take to resolve the issue and involve relevant internal stakeholders when necessary. It's important to follow up with the client once the issue is resolved to ensure they are satisfied and to learn from the experience for future improvements.

To improve customer satisfaction, I would actively seek client feedback through surveys and direct interviews, allowing me to understand their needs better. Utilizing this feedback, I would work with internal teams to implement changes. Additionally, I would ensure consistent communication, providing updates on services and any changes that may affect the clients' experience.

I have extensive experience managing multiple accounts simultaneously by implementing organized processes and prioritizing tasks based on urgency and client needs. I make use of tools and technologies to track communications, set reminders for follow-ups, and ensure that each client feels valued and supported throughout their journey with our services.

Building rapport with clients starts with establishing trust through consistent, transparent communication. I focus on actively listening to their needs and concerns and provide tailored solutions that meet their goals. Following up regularly, organizing quarterly check-ins, and being genuinely invested in their success helps strengthen relationships.

Data plays a crucial role in my approach as a Customer Success Manager. I rely on metrics such as customer engagement levels, feedback scores, and usage patterns to assess client satisfaction and identify improvement areas. Analyzing this data allows me to anticipate client needs and proactively suggest solutions that enhance their experience.

I manage stress and tight deadlines by maintaining an organized schedule and prioritizing tasks effectively. I find it helpful to break down larger projects into smaller, manageable tasks. Practicing mindfulness and taking short breaks helps me stay focused and maintain a positive attitude even under pressure.

I am excited about working for Sana because I share the company’s vision of making healthcare easier and more accessible. The opportunity to contribute to a mission that truly makes a difference in people's lives resonates with my values. I am passionate about leveraging my skills to help improve client success and satisfaction within a forward-thinking and innovative team.

A successful project I led involved developing a new onboarding process based on client feedback. By engaging with new clients to identify their needs and concerns during the onboarding phase, we created a streamlined, personalized experience that resulted in higher satisfaction scores and reduced time to full product adoption.

I stay updated with industry trends by subscribing to relevant newsletters, participating in webinars, and engaging in professional networks. I also invest time in continual learning to enhance my skills, such as taking online courses related to customer success and healthcare innovations, keeping me knowledgeable about the latest practices in the field.

My approach to advocating for clients involves consistently gathering feedback and insights from them and sharing this information with internal teams. I make it a point to emphasize the customer's voice during project discussions and decision-making processes to ensure their needs align with our company's goals.