Sr. Client Success Manager

Sharecare•Atlanta, GA

About The Position

Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager. Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers.

Requirements

Bachelor’s degree required.
At least 5-7 years of experience in a client facing role, project management, account management, and 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 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 of goals, and track progress throughout the year with team
Ensure team is staying on track to meeting goal for all implementations
Manage portfolio requirements set by Director of CSM
Coordinate 1:1 with CSMs to track and report on performance and key metrics within 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 is being utilized
Work with internal teams to streamline process and develop strategies to prevent similar issues from arising in the future
Participates in reporting for senior leadership on at risk status and remediation
Manager will be responsible for coaching, training, and developing team members
Facilitate team training sessions and support career development
Develops 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
Manages a high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs
Responsible for reporting financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements
Responsible for maximizing existing services to their full value and search for opportunities to augment portfolio with new/add-on services
Uses 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 manages 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
Builds and enhances 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 profile, Quarterly Business Reviews and gathering Voice of the Customer (VOC) through NPS (Net Promoter Score) 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 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 to be
Utilizes and keeps 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
Consistent, accurate and timely Salesforce usage
Collaborate with implementation team for effective implementation and service delivery of new accounts. This also includes 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