Client Success Manager I

Marathon Health•Cincinnati, OH

4d•$80,000 - $110,000

About The Position

The Client Success Manager develops and maintains strong, lasting partnerships with assigned clients and their brokers or consultants. The role supports strategic, proactive planning within clients’ overall lines of business and identifies and executes opportunities to engage employees and members to drive clinical and savings outcomes. This includes resolving issues proactively and promptly, advising clients on best practices, reviewing service and product offerings, recommending solutions, and providing market insights. The position supports health center implementations and launches, manages contractual requirements and renewals, identifies revenue growth opportunities, and coordinates client engagement plans. It also partners with internal teams and clinical staff to improve engagement, clinical and savings metrics, performance guarantees, and the client experience. The manager analyzes and reports on clinic operations and partnership performance, maintains broker relationships, and coordinates client reporting and related administrative processes.

Requirements

Bachelor’s degree in business or healthcare administration and at least 5 years of directly related healthcare operations or account/client management experience, or an equivalent combination of education and experience.
Proven success managing clients with complex needs and high expectations.
Experience influencing stakeholders at all levels.
Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.
Proficiency with Microsoft Office, Tableau, and CRM products.

Nice To Haves

Salesforce experience preferred.
Experience developing and delivering presentations.
High-energy personal style and process-oriented thinking.
Strong oral and written communication skills.
Ability to build, foster, and maintain positive professional relationships.
Ability to influence others, work cross-functionally, manage ambiguity, and establish effective internal networks.
Willingness to develop an in-depth understanding of the market, business sector, and related services, and to think creatively about efficient, sustainable solutions.
Understands and advocates for process improvement and adherence.
Ability to provide client services with tenacious follow-up.
Strong project management, account portfolio planning, and prioritization skills.
Willingness to travel up to 50%.

Responsibilities

Develop an understanding of population health and healthcare utilization data and articulate results.
Participate in planning and launching new health center implementations.
Manage contractual requirements and renewal terms, and renew clients at targeted escalation.
Identify revenue growth opportunities with existing clients, including new member populations, health centers, products, and services.
Help define and leverage the coverage model for assigned clients.
Use feedback tools to understand customer needs and work with internal partners to improve products and services.
Coordinate with marketing to develop and implement client-specific engagement plans, including communication and incentive plans, to improve utilization and patient experience.
Partner on strategies to drive employee and member engagement, achieve clinical and savings metrics and performance guarantees, and maintain open communications with clinical staff.
Analyze, summarize, report, and manage performance data related to clinic operations; understand and track partnership risk metrics.
Document and report in Salesforce.
Execute contractual requirements in a timely manner and assist with Requests for Proposals as requested.
Support coordination of client eligibility file processing, invoicing, incentive documentation, and reporting.
May serve as the lead point of contact for customer needs and requests.
Maintain broker relationships and advocate on behalf of mutual clients.
Run, interpret, and deliver client reports at the appropriate frequency.