Client Success Manager, Navigation

Rightway•Denver, CO

15d•Hybrid

About The Position

Rightway is looking for a relationship-driven and operationally savvy Client Success Manager (CSM) to join our Care Navigation team. As a CSM, you will be the primary point of contact for clients within a diverse portfolio of accounts, ensuring they have a seamless and exceptional experience with our services. This is a high-impact role and the successful candidate will be responsible for building strong relationships with key client stakeholders including brokers, carriers and TPAs; delivering value, impact and satisfaction to clients; driving successful outcomes that align with business goals and bringing the ‘voice of the client’ into internal collaborations with the cross-functional team. Your efforts will directly contribute to client retention, satisfaction and company growth.

Requirements

A bachelor’s degree is required
3-5 years of direct client-facing experience, with a proven track record of growing client value over time
Have a background in healthcare technology, digital health, or the employer/health benefit industries
A self-starter comfortable with high levels of ambiguity and ability to thrive in rapidly changing high-growth environments
Ability to lead projects and influence others
Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
Motivated, adaptable, results-oriented, and highly attentive to detail
Quick learner and a self-starter with strong organizational and time management skills
Thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level
Highly collaborative and excel at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to to address challenges and solve problems
Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action

Responsibilities

Responsible for owning the overall client relationship. Establish and maintain long-lasting relationships with clients, acting as their trusted advisor.
Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams.
Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders.
From the implementation phase and throughout the ongoing relationship, the primary focus is on understanding client goals; providing tailored solutions that drive brand awareness, value and satisfaction; identifying opportunities and potential needs; and deploying risk mitigation strategies before problems arise.
Monitor client health and make data-driven decisions that support strategic account planning and identify growth opportunities.
Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures.
Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion.
Deliver quarterly business reviews to clients and stakeholders.
Manage the end-to-end renewal process and identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals.
Work cross-functionally with Sales, Implementation, Product, Marketing, Analytics and Support teams to ensure a unified approach to client success.
Bring the ‘voice of the client’ into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure deliverables and expectations are met.
Address and resolve client concerns, working closely with internal teams to ensure timely resolution.
Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations.
Demonstrate a deep understanding of Rightway products and services, participating in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s Navigation solutions.