Senior Client Success Manager - RethinkCare

RethinkFirst • Atlanta, GA

35d • Remote

About The Position

The Senior Client Success Manager (CSM) role provides support to the Client Success Team (CST) by working with a portfolio of strategic clients and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring client satisfaction and retention of Rethink’s book of larger clients / business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations, partnership with peers within the CS Team, interdepartmental collaboration and facilitates the overall positive value Rethink’s products and services provide to our clients.

Requirements

• Bachelor’s degree or equivalent experience required
• Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and C-suite individuals
• Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team
• Ability to manage complex situations to appropriate resolution
• Strong customer service and communication skills
• Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
• Ability to analyze and process data and present it back to clients, showing impact of the program

Responsibilities

• Builds and maintains relationships with key HR decision makers and business leaders at the customer's organization to establish alignment on mutual goals and trust in future interactions.
• Puts forward strategies and recommendations around driving engagement for members on behalf of the client. Understands / recommends communication strategies to drive utilization of our tools in the unique/custom needs of the clients’ goals, culture, resources and needs.
• Actively monitors and proactively identifies trends in customer / member utilization of our tools and services. Acts as subject matter expert on how to interpret trends and analyses. Put together action plans to act on these trends.
• Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by Rethink.
• Address and Promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional, and articulate manner.
• Facilitates with product, operations, consulting BCBA (Board Certified Behavior Analyst), and other internal areas for resolution of client inquiries and issues. Sets strategies to address future needs as necessary.
• Collaborates with third-party vendors and partners on behalf of the client to gather or communicate information and /or resolve issues.
• Facilitates and leads in standard client processes such as, monthly meetings, quarterly or annual strategy sessions, contract renewals, communication strategies and requests. Is a strategic partner to the client in helping to promote and drive utilization of our tools and services.
• Clearly communicate with Rethink leadership on client status, suggestions on how to increase engagement, value prop enhancement strategies and opportunities for improved client satisfaction.
• Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities.
• Understands ongoing and new potential threats the customers face.
• Assists and/or works to understand the customers' business strategy and the direction of the industry.
• Strong understanding of mental wellbeing market, needs, and challenges.

Benefits

• Generous health, dental, & vision benefits package
• Flexible paid time off
• 11 paid company holidays
• 401k + matching
• Parental leave
• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree