Client Success Manager

UZURV•Richmond, VA

8d•Hybrid

About The Position

UZURV is a 200+ person, growing technology company based in Richmond, VA, operating in 16 states and expanding nationally. As an Adaptive Transportation Network Company, the UZURV mobility platform provides safe, reliable transportation to individuals with disabilities, the elderly, and others who need assistance with independent transportation. UZURV’s Client Strategy Account Managers are the lead relationship managers with clients. Clients are leaders in public transit agencies, national non-profit organizations, healthcare and managed care organizations, among others. As an organization, client strategy creates and builds meaningful relationships with our UZURV clients. We know our clients’ objectives and become valuable resources in proposing solutions. We build real connections with key stakeholders in client organizations. We know and truly understand client goals, such that our clients really feel UZURV “gets it”. And that we understand the “why” behind the goals. Our client strategists are results focused and outcomes oriented. They are capable listeners, who understand, frame, propose solutions and advocate. You’ll stay current on what’s changing and evolving for each client. You’ll leverage your insights to further build on our meaningful client relationships to directly sustain & grow our business with each client. We are internal advocates for operational execution and partner closely with UZURV’s operations team to ensure success. You’ll communicate client priorities and expectations internally. You’ll manage complex efforts and programs. You’ll coordinate efforts for existing programs across cross-functional teams. You’ll lead the onboarding and implementation of new programs, working with UZURV’s operations, process, engineering, and other cross-functional teams. So you’re very good at communication, organization, prioritization of efforts, and helping teams keep a collective eye on the important outcomes. You’ll oversee ongoing reporting and analysis of UZURV’s performance with clients. Proactively leading and communicating performance in accordance with client goals. You’re also comfortable when you need to advise and influence clients… especially when considering different or alternative approaches might help them better achieve their goals... or when we need to better set expectations for well-grounded reasons. You make sure expectations of UZURV and the “what we need to accomplish” are clear across the company. You bring our teams together to align and organize to meet our commitments to our clients and accomplish their goals. You’ll own and lead discussions about lessons learned with clients so we keep getting smarter and better as an organization.

Requirements

5+ years’ experience in consultative, strategic positions managing accounts and/or relationships with key decision makers
4 year college degree (or higher level of educational attainment)
Ability to communicate exceptionally well in both written and verbal forms
Experience aligning strategic insights and solutions to client or partner goals
Proven relationship building, collaboration/teamwork orientation and ability to influence decisions to mutually beneficial outcomes
Demonstrated ability as a quick study
Ability to approach situations as a thoughtful, creative problem solver who can find opportunities for improvement/change
Some knowledge of Data Analytics
Passion for both client success and tackling new and emerging opportunities
High integrity and exceptional commitment to delivering results; high empathy for serving underserved communities
Constructive mindset, positive attitude, and teamwork required

Nice To Haves

relevant professional experience in a high-growth technology environment, especially in healthcare and/or mobility.

Responsibilities

Reporting to UZURV’s Sr. Client Success Manager
Supporting partner relationships and day-to-day leadership of activities and initiatives in support of partner's goals
Client Relationship Management
Leading support of client performance and operational execution across teams
Communicating really, really well with people - clearly, concisely, and with a bias to action and results
Developing presentations and reports, leading regular meetings and conference calls with partners
Crafting useful and actionable takeaways from quantitative and qualitative information
Leading organizational efforts on new contract implementations
Establishing strong account relationships to ensure a smooth transition of services for riders across markets
Coordinating the communication, use case(s) and priority for rollout of product enhancements and related projects as requested by clients
Working with teams to resolve concerns, issues, and problems and lead the charge to manage issues to successful resolution