Client Success Manager

Carrum Health•,

5d•$115,000 - $130,000•Remote

About The Position

At Carrum, we are transforming how we pay for, deliver and experience healthcare. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 95% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for a Client Success Manager to help us strategically lead our clients. The Client Success Manager will play a critical role in our ability to retain and expand relationships with our growing book of business. Reporting to the VP of Client Success, you will be assigned a book of large enterprise clients and will also be responsible for implementing new Carrum clients as they are signed by the Sales team. This is an opportunity to work with some of the largest, most well-known employers in the country to help them realize value for both their employees and their bottom line.

Requirements

2-4 years of experience in client success/account management with direct responsibility for managing enterprise-level client relationships (healthcare industry experience highly desirable)
Demonstrated ability to expand client relationships (upsell & cross-sell) and maximize client retention
Excellent relationship building, collaboration, and client management skills
Proven ability to successfully influence a variety of different constituencies, from external stakeholders to internal cross-functional teams
Ability to apply critical thinking and problem solving capabilities on demand
Effective communication skills: the ability to be direct, logical, and succinct
Demonstrated competence in storytelling and presentation skills, whether in face-to-face or virtual settings including audiences at different levels of seniority
Highly detailed-oriented, extremely organized and results-driven; exceptional at creating process and structure
Strong operational and reporting prowess
Experience handling aggressive deadlines, keeping many balls in the air and prioritizing work in a fast-paced, dynamic environment
Entrepreneurial spirit; not afraid of ambiguity, ability to innovate, think outside the box, and solve problems creatively and strategically
Experience working in fast-paced, dynamic, rapidly growing, early-stage environments
Burning passion about Carrum Health’s mission to make healthcare more affordable and consumer-centric

Responsibilities

Serve as the primary relationship owner and strategic lead for specific employer clients throughout the entire client lifecycle, building strong and lasting relationships based on mutual trust and alignment of expectations
Drive and manage the implementation of Carrum Health’s solution at employers, including initial deployment, activation of new Centers of Excellence, upsell of additional bundled procedures, and contract renewal
Be motivated to attain measurable goals for each of your employer clients including satisfaction, utilization, retention, and expansion
Partner with Carrum’s Marketing team and our employers to relentlessly drive member engagement. Manage the planning, execution and measurement of traditional and innovative tactics to improve utilization including but not limited to: Employer channels including benefits communications and in-person events Direct communication campaigns to eligible members Steerage through plan design changes and incentives Other solutions across the benefits ecosystem (e.g., medical carriers, navigation services, second opinion programs)
Develop a firm grasp on the key levers that influence utilization by gaining an in-depth understanding of our employers and their populations, studying the correlation between engagement tactics and results
Deliver clear and compelling reports and presentations to clients that represent our impact while making recommendations and identifying action plans aligned with client goals and objectives
Manage complex operational matters including scope of services enforcement, payment processing and business reporting for internal and external performance measurement
Identify and execute strategies to streamline processes and increase operational efficiency through scalable implementation and account management workflows and reporting tools
Contribute to product roadmap planning by identifying enhancements/defects and clearly communicating specs to the Technology team ensuring successful delivery and resolution
Collaborate closely with Carrum’s Sales, Operations and Technology teams