Senior Client Success Manager

Rightway • New York, NY

2d • $125,000 - $145,000 • Hybrid

About The Position

Rightway is looking for a relationship driven and operationally savvy Senior Client Success Manager to join our team here at Rightway. This is a high impact role and the successful candidate will be responsible for owning a diverse portfolio of accounts; engaging with key client stakeholders, benefit brokers/consultants and TPAs; delivering value, impact and satisfaction to clients; and bringing the ‘voice of the client’ into internal collaborations with product, marketing, analytics, implementation and sales.

Requirements

• A bachelor’s degree is required
• 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
• Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments
• Ability to autonomously 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
• You 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 the overall relationship for clients within a diverse portfolio of accounts, including managing external touchpoints, executing contract deliverables, resolving client escalations, delivering quarterly business reviews, securing renewals, and ensuring overall client satisfaction
• Develop meaningful relationships and maintain regular contact with clients, including executive stakeholders and brokers/consultants
• Serve as the main point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams
• Partner with the implementation team to ensure a seamless transition from implementation to client management post launch
• Demonstrate a deep understanding of Rightway products and services and participates in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s navigation solution
• Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures
• Make data driven decisions that support strategic account planning, working with internal and external stakeholders to identify and structure account growth opportunities
• Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and service expansion
• Bring the voice of the client into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure all deliverables and expectations are met

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees