Client Success Manager

Overview

Position Summary: The Client Success Manager will be responsible for managing and nurturing relationships with our healthcare clients, including insurance plans and self-funded employers. Reporting to the VP of Enterprise Partnerships, this role focuses on ensuring client satisfaction, addressing issues, and identifying opportunities for growth. The Client Success Manager will act as a trusted advisor to clients, helping them achieve their desired outcomes and fostering long-term partnerships. 

The successful candidate will report directly to the VP of Account Management. The position location is flexible, with occasional travel.   

Other Key Relationships: 

• External Partnerships such as Vendors, Customers, and New 

• Sales, Sales-Operations, Marketing and Managed Care Executives 

• Payor Services and Contract Administration Teams 

• Chief Executive Officer, Chief Financial Officer, Chief Growth Officer, and Chief Operating Officer 

Responsibilities

• Manage day-to-day relationships with assigned healthcare clients, ensuring high levels of satisfaction and retention. 

• Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly. 

• Collaborate with internal teams to ensure clients receive timely and effective service and support. 

• Monitor client performance metrics, providing insights and recommendations to enhance engagement and success. 

• Identify opportunities for upselling and cross-selling within the existing client base to maximize account potential. 

• Assist in the onboarding process for new clients, ensuring a smooth transition and successful integration of services. 

• Prepare and deliver presentations and reports for client meetings, including Quarterly Business Reviews (QBRs). 

• Advocate for client needs within the organization, ensuring their feedback is prioritized and addressed. 

• Stay informed about industry trends, competitive landscape, and client needs to provide strategic recommendations. 

• Contribute to the development of best practices and processes to enhance overall client success management effectiveness. 

Desired Outcomes

• Maintains positive internal and external customer service relationships 

• Maintains open lines of communication 

• Plans and organizes work effectively and ensures its completion 

• Meets all productivity requirements and delivers on tight time-lines 

• Demonstrates team behavior and promotes a team-oriented environment 

• Actively participates in Continuous Quality Improvement 

• Represents the organization professionally at all times 
• Participates on project team involved with enterprise-wide and Agile team initiatives. 

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field; equivalent experience in client relationship management may be considered. 

• Minimum of 3-5 years of experience in client relationship management, account management, or a related role within the healthcare industry. 

• Strong understanding of healthcare client needs, including the dynamics of insurance plans and self-funded employers. 

• Proven ability to build and maintain strong client relationships and act as a trusted advisor. 

• Excellent communication, presentation, and interpersonal skills. 

• Strong analytical skills, with the ability to interpret performance metrics and make data-driven recommendations. 

• Ability to work collaboratively with cross-functional teams and navigate a fast-paced environment. 

• Proficiency in CRM software and Microsoft Office Suite. 

• Strong communication, presentation, and problem-solving skills. 

• Proficient analytical skills, with the ability to interpret performance metrics and derive actionable insights. 

• Ability to collaborate effectively with cross-functional teams and thrive in a fast-paced environment. 

• Proficiency in CRM software and reporting tools.  
• Ability to manage multiple projects at the same time in a fast-paced environment while meeting or exceeding deadlines.
• Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
• Strong verbal and written communications 

Values

Certainty-The lives of the individuals we serve depend on our ability to execute.  We commit to doing this every day.   

• Use appropriate methods and a flexible interpersonal style to help build a cohesive and collaborative team based on a foundation of trust and transparency.  Deliver what you commit to. 

Compassion-We understand the burdens of patients and their loved ones and channel this into a relentless pursuit of customer satisfaction in every part of our business.   

• Ensure that the patient is the driving force behind business decisions, implementing service practices that meet needs of both the patient and the organization.  Treat other the way you want to be treated.   

Advancement-We are endlessly looking for ways to progress and become more innovative in all things we do. 

• Encourage innovative approaches for addressing opportunities and facilitating change, driving cross-functional alignment to accomplish goals.  Speak the truth.  

• CCS Medical and EEOC/AA employer. M/F/D/V