Senior Client Success Manager

Responsibilities:

Client Management: Serve as the lead of day to day client management on a team reporting to the AVP, Client Success for a large, complex client with revenue under management of 100m+ ARR. Partner very closely with the Director, Client Success who is responsible for strategic oversight for this client. Client assignments may change over time as business needs evolve.

Client Goals & Strategy: Develop a deep understanding of client strategy and contractual terms, partnering with clients, health plans and internal partners to execute strategies that support desired business outcomes for their relationship with Included Health. 

Client Centric Mentality: Articulate the needs of the client to internal partners to ensure client’s expectations are met. Closely collaborate with internal partners on strategies to meet client needs within the parameters of the Included Health platform. Internal partners include analytics, implementation, product, marketing, care team operations, etc. 

Retention & Upsell: Establish and maintain Retention and Upsell Plan (RUP) for each assigned client.  Engage IH cross functional partners to proactively and intentionally drive client health. Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship.

Member Engagement, Utilization & Marketing: Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments. Lead virtual benefits fair presentations and attend member events.

Business Reviews and Regular Reporting: Deliver recurrent business reviews and reports demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals. Collaborate closely with the analytics team and also have the ability to create your own reports using Looker.

Relationship: Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond. Cultivate professional relationships and trusted advisor status with clients and consultants. Collaborate with health plans and vendors in the client’s benefits ecosystem to optimize the member experience and the client investment.

Client Onboarding/ Special Projects Implementation: Partners closely with the Launch/Implementation team and the client to ensure client expectations are well managed and effectively aligned to contract and client’s strategy. 

Renewal Management and Annual Contracting Efforts: Support renewal and annual contracting efforts including negotiations, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms. Must be detail oriented and work closely with procurement and legal teams.

Care Team (includes Member Services) and Clinical Operations Liaison, including Escalation Management: Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH. Work closely with care operations (including member services) and clinical in the spirit of continuous improvement, and to ensure client expectations are met. Tactical support of high impact operational projects and escalations, as needed.

CS Operations & Other Tasks: Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations.  

Project Management: Manage key strategic cross functionality projects with cross functional partners. Ensure teams are prepped in advance for client meetings, including scheduling the meetings and preparing prep documents. Maintain a project log.

Qualifications:

• Customer Success: 7+ years client success experience in the Benefits/Healthcare space with recent experience in Client Success/Account Management.

• 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. 

• Proven Relationship Builder: Experience building enduring professional relationships with day-to-day contacts up to the senior management level.

• Optimistic Problem Solver: Experience anticipating and resolving issues, thinking creatively, and solving complex problems with practical and reasonable solutions.

• Exceptional Communicator: Exceptional written and verbal communication skills. Exceptional presentation skills.  Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. 

• Results: Ability to work cross-functionally to deliver client contractual commitments and results. Proven experience delivering large, complex projects that exceed client expectations.

• Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.

• Data Driven: Analyze and interpret data deriving insights that support value delivery for clients. Experience using data to drive projects to completion while building strong relationships in the process.

• Change Agent: Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.

• Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.

• Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.

• Experience using Salesforce and other key account management platforms.

• Ability to travel (estimated 10%)

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.

• Ability to remain seated in a stationary position for prolonged periods.

• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.

• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.

• Ability to interact with leadership, employees, and members in an appropriate manner.