Senior Client Success Manager

Senior Client Success Manager

The Senior Client Success Manager reports to our Director, Client Success and is a commercially focused and experienced individual contributor. This person is accountable for the daily activities of a large, complex client, and ensuring retention, upsell, NPS and OKR targets are met. They are client-centric and have experience anticipating and resolving issues, thinking creatively, and solving complex problems with practical and reasonable solutions. They understand client needs and work with internal partners to ensure client expectations are met and documented on a daily basis. They have a broad understanding of employer / payor healthcare benefits strategy. They have developed successful relationships with all levels of client contacts at employers, public agencies, insurance carriers, benefits vendors and consultant partners.

Responsibilities

You will serve as one of two senior client success managers on a team managing a small portfolio of large, complex clients with revenue under management of 30M+ ARR.

You will develop a deep understanding of client strategy and contractual terms, partnering with clients, health plans and internal partners to implement strategies that support desired outcomes for their relationship with Included Health.

You will promote the needs of the client to internal partners to ensure the client's expectations are met within the parameters of the Included Health platform.

You will partner with internal teams including analytics, implementation, product, marketing, and care team operations.

You will establish and maintain Retention and Upsell Plan (RUP) for each assigned client and engage IH partners to proactively and intentionally drive client health.

You will resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities.

You will consult with clients, encouraging alignment to IH marketing best practices. You will also partner with the IH marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.

You will lead virtual benefits fair presentations and attend member events.

You will deliver recurring business reviews and reports demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI.

You will demonstrate a strategic command of the client's experience and link results to the client's desired business outcomes and goals.

You will collaborate with the analytics team to create your own reports using Looker.

You will cultivate professional relationships and trusted advisor status with clients and consultants. You will also collaborate with health plans and vendors in the client's benefits ecosystem to optimize the member experience and the client investment.

You will partner closely with the IH Implementation team and the client to ensure client expectations are well managed and aligned to contract and client's strategy.

You will support renewal and annual contracting efforts including negotiations, looking for opportunities to expand IH services and offering while ensuring renewal is completed with most current IH contract terms.

You will mitigate churn risk and engage internal IH partners to advance client strategy while serving as the client's advocate within IH.

You will work with care operations (including member services) and clinical in the spirit of continuous improvement, and to ensure client expectations are met.

You will provide tactical support of high-impact operational projects and escalations.

You will maintain CS and CRM Platforms in keeping with CS leadership expectations and playbooks, documenting all client interactions and follow-up in appropriate IH systems.

You will manage key cross functionality projects with internal partners, ensuring teams are prepped in advance for client meetings, including scheduling the meetings and preparing prep documents.

Qualifications

7+ years client success experience in the Benefits / Healthcare space.

Corporate experience working at a navigator, complex digital health point solution, carrier, consultant, case / care management firm.

Experience providing services to Fortune 100 clients or other large group plans, especially in the public sector.

Proven experience building enduring, professional relationships with daily contacts up to the senior management level.

Proven experience working cross-functionally to deliver client contractual commitments and results.

Proven experience delivering large, complex projects that exceed client expectations.

Experience analyzing and interpreting data, delivering insights that support value delivery for clients. And, experience using that data to drive projects.

Experience using Salesforce and other key account management platforms.

Ability to travel (estimated 25%).

Must be located in PST time zone.