Client Success Manager

Welldoc Inc • Columbia, MD

9d • $100 - $130 • Hybrid

About The Position

We are looking for an entrepreneurial individual to join our Client Success team. As a Client Success Manager, you will be responsible for managing assigned strategic accounts and serve as a primary point of contact. You will be a trusted advisor, proactively identifying client needs, providing strategic guidance, and collaborating with internal teams to drive client satisfaction, adoption, retention, and growth.

Requirements

• 5+ years prior experience in a client facing role, managing enterprise level accounts
• Possess strong problem-solving skills and the ability to make sound decisions
• Strategic thinker with strong creative instincts and judgment and a keen attention to detail
• Excellent communication skills, both written and oral
• Ability to coordinate and collaborate internal and external stakeholders across multiple workstreams
• Self-starter who demonstrates initiative, thrives in a fast paced, collaborative work environment
• Strong proficiency in Google Suite and MS Office including Word, Excel and PowerPoint
• Superior organizational and time management skills
• WellDoc operates in ISO 13485 and MDSAP regulated and HITRUST compliant environments. Therefore, it is expected that all employees will have either prior experience working in those environments or, will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.
• Bachelor’s degree in business, communication, marketing or related field.

Nice To Haves

• Proven experience working in a leadership role with healthcare organizations or in the digital health industry is highly preferred.
• Experience managing SaaS solutions in the healthcare spacing, understanding integration points with health systems and health plans
• Familiarity with Salesforce and reporting tools e.g., PowerBI preferred

Responsibilities

• Serve as a trusted advisor for the clients & strategic partner accounts.
• Develop a solid understanding of company products and service capabilities.
• Support strategies related to activation, engagement and desired outcome metrics and mitigate any risks to ensure the program objectives are met.
• Work with Marketing & Engagement Manager to ensure timely delivery of customized engagement materials to the clients and retrieving client approvals.
• Support Quarterly Business Reviews and follow up on any action items.
• Guide client on Welldoc’s recommended best practices, to ensure their program success.
• Create/Update the Account Dashboard to track program updates across workstreams
• Generate & follow up on client invoices when due.
• Identifies service issue trends and collaborates with cross-functional teams to develop a plan of action for improvement.
• Work with Implementation team and Customer Care to seamlessly handle account transition.
• Maintain appropriate project documentation for each account including meeting minutes.
• Responsible for client satisfaction through the Account Management process

Benefits

• Welldoc offers a competitive compensation package which, in addition to salary, includes generous PTO, medical insurance, dental insurance, vision care, life and disability insurance, retirement benefits.
• the opportunity to participate in health savings accounts and/or dependent care accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level