Remote
Midi Health is hiring our first Client Success Manager to nourish and develop relationships with our enterprise customers. This is a quota-carrying role responsible for creating the strategy and building the team that will manage day-to-day interaction with our clients, ensuring a positive relationship and successful execution of the terms of our contract. This is a fully remote position reporting into our Chief Commercial Officer.
The ideal candidate will possess experience working with large employer clients, a strategic mindset and operational proficiency. They should be comfortable rolling up their sleeves to get the job done, have a working knowledge of the healthcare ecosystem and a growth mindset. In the beginning, this is a one-person team, and this role is responsible for doing the work, setting the strategy, and building the playbook for making this team impactful, successful, and valued by our clients. Cross-team coordination, project management, effective communication and presentation skills are required.
What you’ll do:
Client Relationship Management: Build and maintain relationships with clients, understanding their needs, goals, and challenges. Enable collaboration with other vendors in clients’ benefits ecosystem to ensure we optimize the member experience and the client investment. Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor.
Onboarding and Training: Guide new clients through onboarding processes, providing training on products/services to ensure successful adoption and usage. Manage B2B customer enrollments, retention, cancellations, invoicing, and be the voice of the member customer.
Understanding Client Objectives: Collaborate with clients to understand their business objectives and align your startup's offerings to meet those needs. Build relationships with consultants and brokers, recognizing the value they bring to our customers
Customer Support: Act as a point of contact for clients, addressing inquiries, troubleshooting issues, and providing timely solutions.
Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products/services that align with the client's needs. Successfully manage upsells of new product lines and renewals of current clients.
Feedback Collection: Gather feedback from clients regarding their experiences, needs, and pain points to help improve products/services.
Data Analysis: Analyze client data and usage patterns to identify trends, opportunities, and potential areas for improvement.
Collaboration with Cross-Functional Teams: Work closely with sales teams to identify potential leads and collaborate with product teams to relay client feedback for product enhancement. Partner with the marketing team to develop and execute a robust engagement strategy. Partner with the Finance Team to ensure revenue is billed and reported appropriately.
Retention Strategies: Develop strategies to ensure client retention, such as implementing loyalty programs or personalized services. Responsible for ensuring customer renewals and accelerate expansions.
Performance Tracking and Reporting: Monitor and report on client satisfaction metrics, retention rates, and other key performance indicators to assess the success of client relationships. In partnership with key stakeholders, create, develop and drive execution to enable client reporting illustrating Midi Health’s value delivery (e.g. member engagement, utilization, clinical impact and ROI), demonstrating a strategic command of the clients' experience and linking results to the clients’ key business objectives.
Leadership: Model exemplary behavior that aligns with Midi’s values.
Qualifications
Midi is a virtual healthcare clinic focused on women’s health, providing treatments for depression, gynecological cancer, and menstrual issues.
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