The Senior Client Success Manager is commercially focused and experienced responsible for a large, complex client with ARR of +$100M. They thrive in a dynamic, fast paced environment and have a growth mindset. They are accountable for the day-to-day activities of a client, as well as ensuring retention, upsell, NPS and OKR targets are met. They are client centric and have experience anticipating and resolving issues, thinking creatively, and solving complex problems with practical and reasonable solutions. They deeply understand client needs and work with internal partners to ensure client expectations are met and documented on a day-to-day basis. They are detail oriented and organized with strong project management skills. They have a broad understanding of employer/payor healthcare benefits strategy. They have successfully developed relationships with day-to-day and up to senior manager level client contacts, insurance carriers, benefits vendors and consultant partners.
Responsibilities:
Client Management: Serve as the lead of day to day client management on a team reporting to the AVP, Client Success for a large, complex client with revenue under management of 100m+ ARR. Partner very closely with the Director, Client Success who is responsible for strategic oversight for this client. Client assignments may change over time as business needs evolve. Client Goals & Strategy: Develop a deep understanding of client strategy and contractual terms, partnering with clients, health plans and internal partners to execute strategies that support desired business outcomes for their relationship with Included Health. Client Centric Mentality: Articulate the needs of the client to internal partners to ensure client’s expectations are met. Closely collaborate with internal partners on strategies to meet client needs within the parameters of the Included Health platform. Internal partners include analytics, implementation, product, marketing, care team operations, etc. Retention & Upsell: Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health. Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship. Member Engagement, Utilization & Marketing: Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments. Lead virtual benefits fair presentations and attend member events. Business Reviews and Regular Reporting: Deliver recurrent business reviews and reports demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals. Collaborate closely with the analytics team and also have the ability to create your own reports using Looker. Relationship: Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond. Cultivate professional relationships and trusted advisor status with clients and consultants. Collaborate with health plans and vendors in the client’s benefits ecosystem to optimize the member experience and the client investment. Client Onboarding/ Special Projects Implementation: Partners closely with the Launch/Implementation team and the client to ensure client expectations are well managed and effectively aligned to contract and client’s strategy. Renewal Management and Annual Contracting Efforts: Support renewal and annual contracting efforts including negotiations, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms. Must be detail oriented and work closely with procurement and legal teams. Care Team (includes Member Services) and Clinical Operations Liaison, including Escalation Management: Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH. Work closely with care operations (including member services) and clinical in the spirit of continuous improvement, and to ensure client expectations are met. Tactical support of high impact operational projects and escalations, as needed. CS Operations & Other Tasks: Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations. Project Management: Manage key strategic cross functionality projects with cros