Customer Success Manager, Optum Whole Health Solutions - Remote

UnitedHealth Group•Eden Prairie, MN

2d•Remote

About The Position

Whole Health Provider Solutions is seeking a candidate to serve as a Customer Success Manager (CSM). The CSM has primary responsibility for the strategic retention and growth of Optum’s provider group partnerships. They will be responsible for building and maintaining relationships with client leadership and to understand the unique health services provided with each partnership. The CSM will act as a primary point of contact for clients, respond to escalations, resolve issues through cross-functional departments, and present partnership performance and patient outcomes to external and internal leaders. The CSM will seek to understand client needs and nuances in order drive growth and deliver best in class service to our partners. Internally, the CSM will act as the voice of the customer and advocate for products and improvements that will help us exceed client expectations and respond to market changes. The Customer Success Manager will work under the guidance of the Director of Customer Success. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

3+ years of experience maintaining relationships with external client groups, preferably in healthcare
3+ years account management experience
2+ years of behavioral health, physical health, or primary care industry experience (in care delivery, operations, client management, or product)
Experience identifying and analyzing trends and patterns in client data, translating and reporting results to clients using easy-to-understand language and visuals
Intermediate knowledge and experience with the Microsoft Office suite of products, including Outlook, Word, Excel, and PowerPoint.
Experience communicating with and influencing the thinking of senior leaders
Experience delivering results with large-scale, cross-functional teams in highly matrixed organizations
Experience managing and prioritizing multiple projects to ensure their quality and on-time delivery
Willing or ability to travel up to 10%25

Nice To Haves

Licensed behavioral health clinician
Salesforce experience
Project management or program management experience
Experience identifying and executing process improvement opportunities

Responsibilities

Customer loyalty and satisfaction, as measured by service and growth through meeting/exceeding annual review and NPS client targets
Builds and sustains positive relationships with client leaders through direct and indirect communication
Identifies opportunities for new business or expansion with customers
Assists in overseeing changes to processes and procedures and acts as liaison on behalf of customer to ensure a seamless execution
Prepares, facilitates, and follows-up on monthly, quarterly, and annual operational and business review meetings
Identifies partnership trends and proactively recommends opportunities to mitigate issues or improve performance
Provide overview and workflow re-trainings to client as needed
Recognize trends and patterns in data and report results to clients using easy-to-understand language and visuals
With support from the Director of Customer Success, lead the storytelling and communication of our partnerships. Regularly “tell the story” of our clinical outcomes and success via key messaging to critical stakeholder audiences.
Work effectively with other business and support units across United Health Group (UHG), because our work must be deeply integrated with other businesses, initiatives, and resources across UHG.
Successful candidates for the Manager, Client Delivery will play a lead role in stakeholder management, key messaging, and storytelling.
The candidates also will have experience with the Primary Care industry, demonstrated experience managing all aspects of large and complex projects, with a proven track record of achieving results.