Client Success Manager II

Marathon Health • New York, NY

1d

About The Position

The Client Success Manager II is responsible for developing and maintaining strong and lasting client and broker/consultant partnerships with assigned medium to large/jumbo clients. This role involves strategic and proactive planning within the client’s overall line of business, identifying and executing opportunities to engage the employee and member population to drive clinical and savings outcomes. This is achieved through proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions, and providing market insights. The CSM II client portfolio includes 10-15 medium to large/jumbo sized accounts averaging $8M each, with complex, high-value, or at-risk contracts requiring bespoke solutions and financial accountability.

Requirements

• Bachelor’s degree in Business or Healthcare Administration
• 7–10 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits

Nice To Haves

• 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)
• Willingness to travel up to 50%

Responsibilities

• Independently manages a complex book of business, including clients with advanced performance guarantees and fully at-risk contracts.
• 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, Director of Operations & local operations leadership and Implementation Team.
• Leads competitive renewal re-bids, often involving larger pursuit teams and complex negotiations.
• 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 requiring bespoke engagement, advanced analytics, and tailored solutions.
• 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.
• Acts as a strategic advisor to clients, leveraging deep industry expertise and relationship management skills.
• 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.
• Partners closely with Dyad partners and cross-functional teams to drive operational excellence and resolve escalated issues.
• 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.
• Serves as a mentor and resource for CSM I team members, contributing to talent development and best practice sharing.

Benefits

• FREE Marathon Health services for you and your family, which provides unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care
• Choice of 2 medical plans, 2 dental plans, and vision coverage
• Unlimited free mental health benefits and EAP resources
• Rewards for challenges and healthy lifestyle activities
• Family-building and hormonal health benefits
• Paid parental leave
• Generous PTO or FTO
• Paid Holidays + A Day for What Matters
• Company paid Basic Life and Disability insurance
• Supplemental Life
• Spending Accounts
• 401(k) with employer match and graded vesting
• Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 501-1,000 employees