Client Success Tier Manager

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.
We Offer:
•    Competitive compensation.
•    A full benefits suite including Medical/Dental & Vision plans.
•    401k with company match.
•    A supportive and growth-oriented culture
Company Description:
Clarity Software Solutions Inc is a healthcare technology and engagement company headquartered in Madison, Connecticut.  We assist with solutions to organize, customize, and deliver healthcare data, plans, and records through their medical solutions.  Our document management software technology is built within secure web-based solutions that allow for multimedia publishing of communications.  They work with a team of highly skilled and trained professionals who are tasked with the responsibility of providing technological solutions and innovations.  In addition to offering employees a progressive work environment being, being rated as one of the best places to work in Connecticut and Marcum Tech Top 40, employment with Clarity offers competitive salary, generous PTO, comprehensive group health, life, and disability benefits and a 401(k) plan with an aggressive vesting schedule and company match.
Job Summary:
The Client Success Collaborator Tier Manager is responsible for managing enterprise and growth client accounts in the Clarity Collaborator teams. This position manages a client success team responsible for achieving strong relationship health throughout the client lifecycle. The Manager is key in realizing positive effects on renewal, growth of lifetime value, and client satisfaction. The Manager ensures cohesive, data-led and Client informed processes are core to operations, driving key client success metrics. The Manager is hands on with these accounts and building strong client relationships and partnerships that drive value for the client and Clarity. This position reports into the SVP of Client Success.
Essential Functions
•    Under guidance from the SVP of Client Success, the Manager develops the CS Collaborator team for scalability and sustained growth, with all people, business processes, and strategies optimized with consideration of impact to client.
•    Creates a data-led model of the client journey, and ensures internal stakeholders are aligned and accountable to the model.
•    Drives and measures key client success metrics such as Customer Retention & Satisfaction (i.e. CRR, NPS, CSAT), Product Adoption & Engagement (i.e. TTFV, Engagement scores), Operational Support Efficiency (i.e. FRT, SLA, Ticket Volumes and Times), and Compliance & Risk Management (i.e. HIPPA, GDPR, Incidents).
•    Works to ensure one-source of client data is used within their team and across internal stakeholders.
•    Along with the SVP, determines the metrics, health scores, and KPIs relevant to their assigned client portfolio.  
•    Manages a team of Client Success Analysts on a day-to-day basis.
•    Oversees performance and development management related activities for a team of Analysts.
Education Required
•    BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience.
Knowledge & Experience
•    At least 5 years of experience in a client facing and leadership role; preferred experience from a Top Customer Service company (Commercial or Consumer) with 2 years work experience in a leadership capacity.  
•    Exemplary client service delivery approach.
•    Deep knowledge of Customer Success theory, practice, and frameworks with direct Client Success experience.
•    Ability to resolve problems, identify service delivery trends, and potential system improvements.
•    A track record of motivating teams through coaching and performance & development management practices.
•    Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation. 
•    Expert communication skills and the ability to hold Client leadership conversations to build and maintain strong relationship and partnership.
•    Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
•    Strong background in leadership capacity.
•    Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
•    Strong competency with JIRA Service Management, Confluence and Monday.com preferred.
•    Experience in industry standard querying tools (SQL) preferred.
•    Previous experience working for or with healthcare payers preferred.
Personal Attributes
•    Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
•    Holds self and others to exemplary standards through personal and professional accountability.
•    Exudes a collaborative style with internal teams and external clients. 
•    Strong interpersonal skills to interface effectively with clients and teams.
•    Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
•    Ability to quickly grasp technical aspects of products and services
•    Knowledge of customer onboarding best practices and a related track record of success 
•    Strong analytic capabilities for understanding client data and usage patterns & identifying potential issues
•    Strong project management capabilities 
•    Functions well in a fast-paced environment.
•    Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
•    Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
•    Enjoys working in a matrixed, team-based culture in support of client deliverables.
•    Aptitude to quickly learn and multi-task.
•    Outstanding telephone and email etiquette with excellent oral and written communication skills.
Physical Demands
•    Must be able to operate a computer and other office products (i.e. a computer printer).