Sr. Client Success Manager

Job Description:

Job Summary:

Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager.  Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers.

Essential Job Functions:

Performance Monitoring:

• Oversee daily operations and performance of client success managers
• Act as main point of contact for CSMs to support client inquiries, concerns, and feedback
• Identify opportunities with CSMs to expand the client’s use of service
• Participate in creating of goals, and track progress throughout the year with team
• Ensure team is staying on track to meeting goal for all implementations
• Manage portfolio requirements set by Director of CSM
• Coordinate 1:1 with CSMs to track and report on performance and key metrics within Portfolio

Issue Resolution:

• Handle escalated internal/external complaints or complex issues
• Ensure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path is being utilized
• Work with internal teams to streamline process and develop strategies to prevent similar issues from arising in the future
• Participates in reporting for senior leadership on at risk status and remediation

Training and Development:

• Manager will be responsible for coaching, training, and developing team members

• Facilitate team training sessions and support career development

• Develops CSMs as future leaders in the organization

Performance Monitoring:

• Oversee daily operations and performance of client success managers
• Act as main point of contact for CSMs to support client inquiries, concerns, and feedback
• Identify opportunities with CSMs to expand the client’s use of service
• Participate in creating of goals, and track progress throughout the year with team
• Ensure team is staying on track to meeting goal for all implementations
• Manage portfolio requirements set by Director of CSM
• Coordinate 1:1 with CSMs to track and report on performance and key metrics within Portfolio

Process Improvement

• Identify opportunities to enhance processes and improve service efficiency
• Look for recurring issues from clients/complaints to identify areas of improvement across the organization (products or services)
• Work with CSM and cross collaborate with internal teams to address where improvement is needed based on internal or client feedback

Client Management

• Manages a  high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs 
• Responsible for reporting financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements 
• Responsible for maximizing existing services to their full value and search for opportunities to augment portfolio with new/add-on services
• Uses technical and business development skills to increase client’s utilization of current technology 
• Responsible for tracking, analyzing, creating, and delivering  relevant reports and insights 
• Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget 
• Participate in collaborating  with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely manner
• Builds and enhances positive working relationships with key clients and internal stakeholders. 
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines. 
• Effectively manage client requests for program changes that may impact Sharecare’s ability to efficiently deliver services
• Responsible for creating client profile, Quarterly Business Reviews and gathering Voice of the
• Customer (VOC) through NPS (Net Promoter Score) and quarterly health checks.
• Responsible for tracking add-on opportunities in Salesforce along with updated financial information.
• Participate in client strategy and revenue goals for coming year
• Participate in strategic planning for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction
• Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be
• Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts

Reporting

• Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annually
• Review and analyze reports for accuracy and outcomes needed to satisfy the client
• Consistent, accurate and timely Salesforce usage

Implementation and Service Delivery

• Collaborate with implementation team for effective implementation and service delivery of new accounts.  This also includes addition of services for Child accounts
• Improve and maintain the implementation process and ensure consistency and success of implementations
• Ensure implementation activities are achieved on schedule and as required

Qualifications:

• Bachelor’s degree required.  Master’s Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial services 
• At least 5-7 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business 
• Experience with cloud SaaS based solutions or web applications 
• Strong communication skills and the ability to speak and write professionally to clients. 
• Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred
• Demonstrated consultative sales and client relationship management abilities
• Excellent time management, organization, and planning skills are essential 
• Able to set priorities, influence others, and manage customer expectations 
• Demonstrated success in customer relationship management 
• Able to effectively prioritize and multi-task under tight deadlines 
• Experience using standard MS Office tools 
• Strong interpersonal and quantitative skills 
• Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise 
• Strong understanding of business SaaS business strategies 
• Ability to travel as business needs require

Information Governance Accountabilities:

• A high-level understanding of the organization’s information governance program and role-specific accountabilities 
• A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information 
• Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided 
• in education as required for corporate compliance and role-specific functions and tasks 

HIPAA/Compliance:

• Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes. 
• Comply with all regulations regarding corporate integrity and security obligations 
• Report unethical, fraudulent or unlawful behavior or activity 
• Maintain current and yearly HIPAA certification. 

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.