Client Success Manager I

Marathon Health•IL-Remote, IL

6d•$80,000 - $110,000

About The Position

The Client Success Manager I is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned small to medium size clients. Preferred but not necessary: If you have strong union-facing experience and a deep understanding of labor organization dynamics. If you have worked closely with labor unions, served on a union board, or partnered extensively with union leadership, and understands how to successfully navigate the relationships, politics, and operational nuances within union environments, this is a plus. However; you will be engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights. Details about the CSM I client portfolio are outlined below: Portfolio Size: 20 – 30 small to medium sized accounts averaging $2M - $3M Contract Type: Standardized service package with low-touch, process-driven engagement

Requirements

Bachelor’s degree in Business or Healthcare Administration
2–5 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

Nice To Haves

Strong union-facing experience and a deep understanding of labor organization dynamics.
Worked closely with labor unions, served on a union board, or partnered extensively with union leadership, and understands how to successfully navigate the relationships, politics, and operational nuances within union environments.
Experienced in developing and delivering presentations
Possesses a high energy personal style and aptitude for process-oriented thinking
Possesses strong oral and written communication skills
Ability to build, foster, and maintain positive professional relationships
Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
Understands and advocates for process improvement and adherence
Ability to perform services for the client with tenacious follow-up
Strong project management, account portfolio planning and prioritization
Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)

Responsibilities

Manages clients aligned to small group service package standards which may demand lower touch and have standardized processes.
Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results - leveraging data to tell a story (relate and interpret data).
Participates in new health center implementations planning and launch alongside the Sales team, local operations leadership and Implementation Team.
Leads competitive renewal re-bids for assigned clients. Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation. Prioritize low margin clients for improvements in revenue and expense management.
Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
Supports clients with tiered engagement models or aggregator relationships.
Help define and leverage the “coverage model” for assigned clients.
Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
Operates within a team-based approach, collaborating closely with Client Success Directors (CSDs) for day-to-day leadership, mentorship, and escalation support.
Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
Responsible for partnering with Directors of Operations and local health center leadership on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related to clinic operations. Understand and track risk metrics related to the success of the partnership. Proactively monitor and manage Performance Guarantees to manage payout.
Salesforce documentation and reporting.
Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
May serve as the lead point of contact for all customer needs/request.
Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
Run, interpret and deliver client reporting on the appropriate frequency.