Job details

Client Success Manager

CareRev is a technology platform empowering healthcare professionals to take control of their careers. CareRev provides a direct line between healthcare facilities and local clinical talent, cutting out the middleman and enabling professionals to work where and when they want. Together, we’re building the local, resilient, flexible healthcare workforce of the future. CareRev serves over 32 major metropolitan areas nationwide at over 70 hospitals and health systems, and over 540 outpatient centers and skilled nursing facilities. More than 22,000 clinical professionals (and growing!) are included in CareRev’s network. For more information, visit www.carerev.com or follow us on LinkedIn.

Client Success Manager is a key role at CareRev, responsible for the day-to-day management and growth of assigned essential accounts within the healthcare sector. The Client Success Manager functions as the primary orchestrator for each account, focusing on opportunities for growth, expansion and optimizing the client's workforce through CareRev's technology.

The mission is to execute the strategic vision set by the Value Realization Plan, ensuring client loyalty, revenue growth, and CareRev's reputation as a trusted partner in healthcare workforce solutions.

What You’ll Do:

Strategic Client Management:

Execute the Value Realization Plans (VRP) that align with assigned clients objectives
Continually adjust account strategy to help client attain goals - create, own and execute Client Success Plans (CSP)
Foster and nurture relationships with assigned accounts, ensuring their needs are met and expectations exceeded
Regularly review client feedback, ensure concerns are addressed promptly, and uncover optimization and expansion opportunities

Cross-Functional Collaboration:

Build and foster interdepartmental relationships to support a Client-Centric POD
Work closely with all Client Enablement Leaders, within the POD, to provide seamless client experiences:

Service Delivery Manager to support all service delivery functions, internal POD metrics, processes and workflows within the POD
Client Experience Lead to support resolution of client requests, product adoption and client relationships at the facility operator level
WorkForce Consultant to support clinical relationships, professional feedback, facility best practices, industry solutioning and product enhancements
Professional Funnel Lead to support professional pool and client demands
Professional Services to support recruiting, professional experiences and client experiences

Partner with Marketing to help facilitate client engagement for white papers, case studies, webinars, conferences, podcasts, etc
Partner with Sales to drive growth, expansion, and/or new business

Technology Integration:

Monitor the effectiveness of CareRev's solutions integrations and continue to identify areas of opportunities
Educate clients on new features, services, and industry best practices, positioning yourself as a trusted advisor
Offer and organize on-going training sessions and support as defined by the service organization to increase technology adoption rates among clients
Quarterly provide client with CareRev’s Product updates and road map

Client Engagement & Growth:

Conduct Quarterly Business Reviews (QBRs) and/or Yearly Business Reviews (YBRs)
Collaborate with clients to set mutual goals, track progress, and ensure that CareRev's solutions align with their strategic objectives
Provide monthly progress reports and analysis to help clients move toward optimization and growth

Operational Excellence:

Leverage Business Intelligence data to identify areas of improvement and optimization
Support streamlining the client onboarding process with clear documentation, communication, training, and engaging the appropriate support channels

Feedback Loop:

Maintain an open channel for client feedback, prioritize based on impact, and ensure implementation by the appropriate CareRev department
Partner with the Product Development team, Technical Delivery Lead and WorkForce Consulting Lead to communicate and document enhancements based on client needs
Escalate client risks and potential utilization changes to Sr. Director of Client Success and VP of Client Success for company wide awareness and enable swift response

Financial Oversight and Contract Negotiation:

Track year-over-year growth by account and ensure that revenue, margin and technology integration targets are met or exceeded
Lead conversations internally and with clients to negotiate and renew contracts to secure continued client commitments
Lead conversations internally and with clients to negotiate contract amendments
Utilize Market Rate data to guide rate negotiation discussions

Market Insight & Thought Leadership:

Utilize internally captured research data to drive future revenue within your accounts
Stay abreast of healthcare trends, regulations, and challenges engaging in ongoing professional development

Networking & Relationship Expansion:

Engage in regular networking events, conferences, and introductions within client organizations
Build relationships with multiple stakeholders within the client organization, not just the primary contact

Accountability & Reporting:

Communicate progress weekly on owned initiatives, provide recommendations to manage peak workloads
Regularly update and review Account/Client Success Plans with POD leaders to ensure alignment and progress
Ensure that all Client activity and updates are updated in SalesForce weekly (minimum)

Key Deliverables:

Continued growth of the VRP supported by Sr. Director of Client Success
Developed and regularly updated Client Success Plan
Net Revenue achieved per account/book of business
QBRs/YBRs
Bi-weekly/monthly account status calls with supporting reports/metrics
NPScore
SF transactions
Forecasting - by account, by specialty

What We’re Looking For:

Bachelor’s degree or equivalent professional experience
3+ years in relationship management roles within healthcare (consulting, account management, etc.)
Experience in covering SaaS products and supporting customers
Proven track record generating trust among healthcare clinical leadership and staffing team management
Proven success in developing relationships with essential leaders/executives
Proven success in growing business in existing accounts; upselling, cross-selling
Customer Relationship Management (CRM) required (Salesforce preferred)
Ability to travel 20% - 30% of the time to hospital facilities

The anticipated salary range for this position is $57,906.00 - $104,415.00. Equity, bonus or commission and benefits may also be provided as part of the total compensation package, depending on the position offered. If given an offer, the exact salary amount offered will ultimately depend on multiple factors, which may include the successful candidate's skills, experience, education and other qualifications as well as the candidate's location of residence.

Reasons to Consider Us:

Fully remote company with flexibility to work from anywhere in the US
Comprehensive medical, dental, and vision benefits
Supplemental health benefits
Self-managed PTO
Generous paid holidays, including a winter break between Christmas Eve and New Year's Day
Company-wide Summer Fridays: rotation of monthly afternoons off in the summer
Paid parental leave
Short-term disability 100% covered by CareRev and voluntary long-term disability
Life insurance covered by CareRev
401k plans with company matching
Competitive Stock Options
Learning reimbursement program
Monthly work-from-home stipend
Home office set-up equipment stipend
Pet Insurance
Work perks discount program

Physical Requirements:

Prolonged periods of sitting and/or standing at a desk
Prolonged periods of working on a computer
Repeating motions that may include the wrists, hands, and/or fingers
Ability to lift up to 15 pounds of work equipment
Ability to set up home office to include desk and chair

CareRev is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please discuss with your Recruiter.

We are an equal opportunity employer and will not discriminate against any employee or applicant for employment in an unlawful manner. We celebrate diversity and are committed to creating an inclusive environment for all individuals. CareRev treats all employees and job applicants based on merit, qualifications, and competence without regard to any qualified individuals' sex, race, color, religion, national origin, ancestry, gender (including pregnancy, breastfeeding, or related medical condition), sexual orientation, gender identity, gender expression, age, physical or mental disability, medical condition, genetic characteristic or information, marital status, military, and veteran status, or any other characteristic protected by state or federal law. CareRev also considers qualified applicants with criminal histories consistent with applicable local, state, and federal law.

CareRev Glassdoor Company Review

2.9