Client Success Manager

Client Success Manager

Requirements

• A bachelor’s degree is required, master’s degree preferred
• 3-5 years of direct client-facing experience, with a proven track record of growing client value over time
• Have a background in healthcare technology, digital health, or the employer/health benefit industries
• Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments
• Ability to lead projects and influence others
• Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
• Motivated, adaptable, results-oriented, and highly attentive to detail
• Quick learner and a self-starter with strong organizational and time management skills
• Thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
• Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
• Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level
• Highly collaborative and excel at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to address challenges and solve problems
• Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action

Responsibilities

• Responsible for owning the overall client relationship
• Establish and maintain long-lasting relationships with clients, acting as their trusted advisor
• Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams
• Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders
• Monitor client health and make data driven decisions that support strategic account planning and identify growth opportunities
• Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures
• Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion
• Deliver quarterly business reviews to clients and stakeholders
• Manage the end-to-end renewal process and identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals
• Work cross-functionally with Sales, Implementation, Product, Marketing, Analytics and Support teams to ensure a unified approach to client success
• Address and resolve client concerns, working closely with internal teams to ensure timely resolution
• Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations
• Demonstrate a deep understanding of Rightway products and services, participating in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s Navigation & PBM solutions

Preferred Qualifications

• Experience in fast-paced, startup environments
• Ability to roll up your sleeves and make things happen
• Embrace and model the philosophy of Operational Excellence
• Strong organizational and time management skills