Senior Customer Success Manager

OUR MISSION 

Nomi Health was founded in 2019 as a direct healthcare company with a simple yet bold mission: rebuild the healthcare system so it is accessible and affordable for everyone. We are rebuilding the healthcare system by cutting costs, confusion, and complexity through direct contracts and payment with providers, deep data dives, and convenient patient care. 

OUR CONTRIBUTION 

Artemis by Nomi Health empowers employers and their advisors to identify opportunities to reduce spend, improve quality, and drive outcomes for members. The Artemis Platform is powered by our innovative data engine and built for rich insights, extreme flexibility, and ease of use – so you’re spending less time getting to the right healthcare decisions, and more time acting on them.   

WHO YOU ARE 

Artemis is looking for an experienced and driven Senior Customer Success Manager who is comfortable working in a fast-paced, dynamic environment. This individual must be a self-starter who can efficiently manage their time, while juggling multiple concurrent projects. You possessexpertisearound Customer Success key performance areas, while also being able to resolve escalated issues and communicate effectively.  

• Client Relationship Management, including: 
• Be the primary point of contact for client and consultant partners.  Facilitate client meetings (remote and in person), setagendas, document, and coordinate follow up items.  
• Responsible for keeping clients satisfied and delivering exceptional client service on a day-to-day basis.  Ability to lead through difficult conversations and escalations. 
• Initiate, develop, and maintain a relationship of trust with clients, key business executives and stakeholders.   
• Liaise between the customer and internal teams.Ensure the timely and successful delivery of Artemis solutions according to customer needs and objectives 
• Account Management Acumen, including: 
• Contract renewals - partner with Sales to successfully work through client contract renewals.  
• Expert knowledge of client contracts, SLAs, PGs, or other. 
• Ensure contract compliance across Artemis operations. Track and report on client’s SLAs.  Work with Finance to document financial penalties. 
• Initiate, maintainand track CRM tools and client KPIs. Coach less experienced team members on tools and functionality.    
• Evangelism, including: 
• Be an evangelist of Artemis by serving as an advocate and spokesperson, effectively communicating our company’s mission, products, and value to both internal and external audiences.  
• Successfully work with clients to have them represent Artemis at conferences and webinars.  
• Identify new business opportunities and work with Product, Sales to move opportunities forward 
• Represent the Customer Success Management role in Sales and Marketing activities (finalist meetings, RFPs) 

• 6-10 years of client management  
• 6-10years of business domain experience 
• Employee benefits 
• Healthcare experience with a consultant, broker, health plan 
• Excellent communication and interpersonal skills when engaging internal and external teams as needed 
• Strong conflict resolution skills