Customer Success Manager- Remote USA

Concentra Inc•Seattle, WA

12h•Remote

About The Position

The Manager of Customer Success is responsible for the account retention, growth, and strategy for their assigned book of 1-2 dedicated Onsite clients that generally have multiple onsite locations. They are the designated primary contact for these clients as well as creating collaborative relationships with the local Concentra Operations, Medical, and Therapy leadership.

Requirements

Bachelor’s Degree
Degree must be from an accredited college or university.
Concentra leadership and customer service training
1-2 or more years of onsite account management or medical center management
1-2 or more years of general health care account management experience
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
A thorough knowledge of Concentra’s business processes
Demonstrated sales and account management skills
The ability to span boundaries and develop relationships across internal and external organizations
The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
Ability to thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative
Ability to convert strategic goals and objectives into customer plans and programs
Ability to multi-task and succeed in a deadline-driven environment
Ability to focus on driving results and resolutions to complex business issues
Ability to listen to client needs, create solutions with the team, and implement for the client's onsite clinic program
Demonstrated proficiency in Microsoft Office software programs, particularly PowerPoint, Word, & Excel
Exceptional oral and written communication skills
Demonstrated project management skills

Responsibilities

Maintain a high level of engagement with assigned book of business to ensure employer satisfaction and that we are meeting outlined program expectations.
Retain and create incremental revenue growth with current onsite program customers.
Develop organizational strategy and growth plan for each managed account, which could include other onsite/episodic services or center services.
Manage and customize quarterly Stewardship Reports and lead the customer presentations.
Develop and identify meaningful outcome reports for clients to ensure program results and outcomes are communicated effectively and efficiently.
Serve as the primary account manager for dedicated client/clients.
Maintain on-going communication with Concentra regional and director leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc.
Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams.
Develop project plans for piloting and implementing process improvements that ensures program success, retention, and increased business opportunities.
Develop and manage client-specific vendor relationships as necessary for efficient service/program delivery.
Identify, develop, implement, and support new onsite-related procedures, workflows, and processes for all assigned onsite health care services.
Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations.
Responsible for contract negotiations of assigned book of business
Work with various Concentra Sales channels who share new sales opportunities with dedicated accounts, under the guidance of the VP of Onsite Sales.