Account Manager- Client Success

The Account Manager - Client Success at VIVIO Health is primarily responsible for managing and nurturing relationships with clients. This entails understanding their needs, ensuring they receive exceptional service, and facilitating the effective delivery of VIVIO’s services, ultimately driving client satisfaction and retention.

To qualify for the Account Manager - Client Success role at VIVIO Health, candidates should have 5+ years of experience in benefits consulting or pharmacy benefit management, strong project management skills, analytical abilities, and a Bachelor’s degree in a related field. A customer-focused mindset is essential for delivering high-quality service.

The Account Manager - Client Success at VIVIO Health works closely with Customer Success, Sales, Member Experience, and Engineering teams. This collaboration helps ensure client issues are resolved promptly and that all services align with client goals, enhancing the overall customer experience.

At VIVIO Health, the work environment for the Account Manager - Client Success is dynamic and collaborative. The company culture is mission-driven, focusing on innovation and teamwork while providing opportunities for professional growth in a fast-paced setting.

The Account Manager - Client Success at VIVIO Health tracks key performance metrics such as program performance, utilization rates, and client satisfaction scores. Reporting these metrics to clients helps in demonstrating the impact of VIVIO’s solutions on their operations.

Effective prioritization involves analyzing the needs and urgency of each client. I employ a systematic approach, utilizing tools to track deadlines and assign priority levels. Communicating regularly with clients also guides which tasks require immediate attention.

In my previous role, a client faced a service disruption. I immediately coordinated with our technical team to identify the root cause, kept the client informed with regular updates, and ensured a solution was implemented swiftly. This dedication not only resolved the issue but reinforced our commitment to their success.

Building strong relationships involves active listening and understanding client needs. I prioritize regular check-ins, feedback sessions, and providing value through insightful reports and recommendations, reinforcing trust and enhancing collaboration.

Client retention is about understanding their evolving needs and delivering consistent value. I focus on establishing clear communication channels, monitoring satisfaction levels, and continuously aligning our solutions with their goals to foster long-lasting relationships.

I once had to present a detailed utilization report to a client. To ensure they understood, I supplemented the data with visual aids and real-world scenarios that illustrated key points, encouraging questions throughout the presentation to clarify and engage them in the discussion.

Data analysis is crucial for identifying trends and customer behavior. I leverage data to prepare performance reports that inform strategic decisions and highlight areas for improvement, thereby increasing client satisfaction and enhancing our service delivery.

I maintain open lines of communication with technical teams, often relaying client concerns in detail. This collaboration ensures swift resolution of issues, aligning technical solutions to directly address client needs and demonstrating our commitment to their satisfaction.

Addressing dissatisfaction begins with active listening. I would arrange a one-on-one meeting to understand their concerns, assure them we are committed to resolving the issue, and collaborate with relevant teams to implement changes that would improve their experience.

I am motivated by the opportunity to make a tangible difference in clients' lives and the broader healthcare system. Successfully resolving client needs and seeing the positive impact our services have on their outcomes fuels my passion and dedication.

Staying organized involves using digital tools for task management, maintaining a detailed calendar for client meetings, and setting reminders for follow-ups. Regularly reviewing my priorities helps ensure I meet deadlines and stay ahead of client needs.