Unlock Health breaks down the walls that healthcare providers have lived with for decades. We connect the dots across managed care and marketing so that providers can realize their missions and patients can get the right care. We've brought together the top healthcare marketing organizations to make this vision a reality, with a team of experts in managed care, technology, and ROI design.
Title: Client Success Manager
Direct Manager Title: VP, Client Success
The Role
The Client Success Manager is responsible for managing, retaining and growing existing clients with our award-winning health engagement solutions. In addition, this position will collaborate across departments to ensure customer goals and objectives are met. This role is a key member of the Client Success Team reporting to the Client Success Team Leader
What You’ll Do
- Proactively manage and guide clients on a regular basis
- Positions themselves as an HRA subject matter expert
- Comfortable advising clients on lead generation plans
- Comfortable advising clients on post HRA operations and participant follow-up
- Provide product, operations, and marketing advice based on HRA activity
- Demonstrate client turn-around metrics (increasing HRA activity trend) according to annual KPIs set by management
- Recognize and highlight external problems impacting product performance. External problems include issues that negatively impact HRA value that occur within the client organization, such as lack of HRA participant follow-up, low lead generation results, etc.
- Recognize and capture upselling or cross selling opportunities according to annual KPIs set by management. Upselling includes selling additional HRAs to an existing client. Cross selling includes selling any product or service from a non-HRA Unlock division.
- Recommend new products or enhancements that will be valuable to all clients. A valuable product or enhancement is in-demand by at least 7 current clients (those willing to pay a fair market value price)
Ideal Qualifications
- Bachelor's degree (BA/BS) from an accredited four-year college or university
- 5+ years of customer support and/or healthcare marketing experience
- ESSENTIAL SKILLS:
- Creative and analytical abilities to interpret data, prepare reports and offer ideas for improvement
- Comfortable with face-to-face interaction with clients
- Ability to encourage growth and product activity among clients
- Ability to manage multiple projects and prioritize requests effectively and efficiently
- Excellent interpersonal skills and ability to work well with others in a small, diverse company
- TECHNICAL SKILLS:
- Fluency in MAC OS
- Microsoft Office, Word, PowerPoint, Excel
- Slack
- Video conferencing software
Nice to Have
- Experience in SaaS environment
- Familiarity with Salesforce, Google Analytics, Facebook Ads Platform, CRM platforms, and email or marketing automation tools
- Willingness to learn the basics of company’s proprietary software
- Degree in Healthcare, Marketing or Business-related fields
- Knowledge of the healthcare industry and healthcare marketing terminology
Perks and Benefits
- Competitive Salary
- Health, Dental and Vision benefit packages to fit all types of lifestyles
- Life, Short- and Long-Term Disability Insurance paid 100% by the company
- FSA / HSA Options
- 401(K) with a generous company match program
- Flexible Paid Time Off (aka- unlimited)
- Paid Parental Leave
- Hybrid and Remote work schedules available
- Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
- Employee Referral Program
About Unlock:
Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing.
We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here.
Equality Opportunity Employer Statement
Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
For internal coding use only: Product Technology/Client Success/OPEX
#LI-REMOTE
Top Skills
What We Do
Unlock Health is a technology and services growth platform that connects the dots across managed care and marketing to help healthcare providers solve today's urgent growth needs while building sustainable performance for the future.
Health systems have spent decades limited by the walls separating patient acquisition campaigns, payor contracts, pricing strategy, and the necessary data and technology required to analyze supply/demand, understand markets, and prove ROI. By breaking down those barriers — and delivering the right mix of consulting, services, and tech enablement to fill the gaps — Unlock Health will enable a massive leap forward in growth and performance.
We have brought together the premier network of health and healthcare agencies including SPM, GLC, Dreamscape, and Centretek with industry innovators, Eruptr and DECODE to deliver sustainable growth and CFO-defensible ROI.
We are unlocking the potential that exists within providers to increase revenue, manage costs, and create healthier communities. Together, we're taking the guesswork out of growth
