Customer Success Consultant

Position Overview :

The Customer Success Consultant is responsible for supporting MetroPlusHealth members and other key stakeholders across their journey. They are leaders in the organization working across all parts of the

organization and embodying empathy, technical skills, and organizational savvy to get the members quickly to the solutions they need while promoting the MetroPlusHealth brand and ensure a successful

outcome in member retention and satisfaction.

The Customer Success Consultant will work as a liaison to ensure proper processes are introduced and implemented such that the MetroPlusHealth experience is enhanced. The Customer Success Consultant will

provide excellent customer experience, resulting in member retention through both inbound and outbound outreach and acting as a single point of contact for the member when they are directed to our department.

The Customer Success Consultant is responsible for overseeing all aspects of member retention including, but not limited to the following :

Scope of Role & Responsibilities :

Recertification / renewal of membership

• Build appropriate mechanisms to meet and exceed recertification targets set by the department
• Make the recertification process as easy and seamless as possible for our members
• Assisting members with completion of recertification applications
• Partner with different parts of the organization to understand any barriers to the member’s experience and work to resolve them appropriately
• Maintaining daily Outreach and Renewal goals set through business needs to increase overall retention
• Build positive relationships with members resulting in continued member retention with the Plan
• Proposing and participating in initiatives that increase member satisfaction and loyalty resulting in an extended member lifecycle

Customer Needs and insights :

Enrollment and Retention Support

Process Improvements and Analytics :

Required Education, Training & Professional Experience :

Licensure and / or Certification Required :

Professional Competencies :

#LI-Hybrid

#MHP50