Sr. Client Success Manager

Sharecare•Atlanta, GA

About The Position

The Client Success Manager role is responsible for effectively managing ongoing relationships with clients in their portfolio, overseeing Client Success Managers, and enhancing existing relationships to drive client retention and identify upsell opportunities. This position also leads internal teams to support clients and customers, ensuring streamlined and effective service delivery.

Requirements

Bachelor’s degree required.
At least 5-7 years of experience in a client-facing role, project management, or account management.
Comfortable interfacing with all levels of the business.
Experience with cloud SaaS based solutions or web applications.
Strong communication skills and the ability to speak and write professionally to clients.
Demonstrated consultative sales and client relationship management abilities.
Excellent time management, organization, and planning skills are essential.
Able to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Able to effectively prioritize and multi-task under tight deadlines.
Experience using standard MS Office tools.
Strong interpersonal and quantitative skills.
Ability to take initiative and exercise independent judgment, decision-making, and problem-solving expertise.
Strong understanding of business SaaS business strategies.
Ability to travel as business needs require.
A high-level understanding of the organization’s information governance program and role-specific accountabilities.
A thorough understanding of role requirements, including policies, procedures, and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information.
Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided in education as required for corporate compliance and role-specific functions and tasks.
Maintain privacy of all patient, employee, and volunteer information and access such information only on a need-to-know basis for business purposes.
Comply with all regulations regarding corporate integrity and security obligations.
Report unethical, fraudulent, or unlawful behavior or activity.
Maintain current and yearly HIPAA certification.

Nice To Haves

Master’s Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial services.
Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred.

Responsibilities

Oversee daily operations and performance of client success managers.
Act as the main point of contact for CSMs to support client inquiries, concerns, and feedback.
Identify opportunities with CSMs to expand the client’s use of service.
Participate in creating goals and track progress throughout the year with the team.
Ensure the team is staying on track to meet goals for all implementations.
Manage portfolio requirements set by the Director of CSM.
Coordinate 1:1s with CSMs to track and report on performance and key metrics within the portfolio.
Handle escalated internal/external complaints or complex issues.
Ensure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path.
Work with internal teams to streamline processes and develop strategies to prevent similar issues from arising.
Participate in reporting for senior leadership on at-risk status and remediation.
Coach, train, and develop team members.
Facilitate team training sessions and support career development.
Develop CSMs as future leaders in the organization.
Identify opportunities to enhance processes and improve service efficiency.
Look for recurring issues from clients/complaints to identify areas of improvement across the organization (products or services).
Work with CSM and cross-collaborate with internal teams to address where improvement is needed based on internal or client feedback.
Manage high-level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs.
Responsible for reporting the financial standing of services.
Interpret data and make targeted, focused recommendations for future product enhancements.
Responsible for maximizing existing services to their full value and searching for opportunities to augment the portfolio with new/add-on services.
Use technical and business development skills to increase client’s utilization of current technology.
Responsible for tracking, analyzing, creating, and delivering relevant reports and insights.
Effectively manage unplanned and ongoing projects/client deliverables on time and within budget.
Participate in collaborating with internal departments to resolve customer issues, including resolution of technical and/or customer service problems in a timely manner.
Build and enhance positive working relationships with key clients and internal stakeholders.
Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
Effectively manage client requests for program changes that may impact Sharecare’s ability to efficiently deliver services.
Responsible for creating client profiles, Quarterly Business Reviews, and gathering Voice of the Customer (VOC) through NPS and quarterly health checks.
Responsible for tracking add-on opportunities in Salesforce along with updated financial information.
Participate in client strategy and revenue goals for the coming year.
Participate in strategic planning for clients to ensure account retention, growth, and short-term tactical plans to ensure client satisfaction.
Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives.
Utilize and keep Salesforce up to date and accurate regarding assigned accounts.
Collaborate with the reporting team to analyze necessary data, develop reports and dashboards, and deliver monthly, quarterly, and annually.
Review and analyze reports for accuracy and outcomes needed to satisfy the client.
Ensure consistent, accurate, and timely Salesforce usage.
Collaborate with the implementation team for effective implementation and service delivery of new accounts, including the addition of services for child accounts.
Improve and maintain the implementation process and ensure consistency and success of implementations.
Ensure implementation activities are achieved on schedule and as required.