Client Success Manager

April 19

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Included Health

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Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation$1. .$1

1001 - 5000

Description

• Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 3m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership. • Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health. • Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments. • 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. • Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship. • Deliver recurrent business reviews 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. • 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 client executives and consultants. Collaborate with vendors in the client’s benefits ecosystem to optimize the member experience and the client investment. • Understands client contractual commitments, partners with clients to establish recurrent partnership connections and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in client Launch Command activities. • Negotiate price increase at renewal, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms. • Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH. • 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. • Participate in special projects to improve effectiveness of CS, and client and member experience as needed.

Requirements

• Customer Success: 5+ years client success experience serving Fortune 500 clients with expertise in benefits and healthcare. • Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives. • Results: Ability to work cross-functionally to deliver client contractual commitments and results. • Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships. • Data Driven: Analyze and interpret data deriving insights that support value delivery for clients. • Change Agent: Ability to work autonomously in a fully remote, fast-paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change. • Passion: Driven by Included Health’s mission of raising the standard of health care for everyone. • Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver. • Travel: Ability to travel up to 25% • Previous corporate experience in roles at organizations such as digital health point solutions, carriers, third-party administrators (TPAs), consultants, population health management firms, or related fields is preferred. • Experience in managing and serving clients within the public sector, as well as Labor and Trust environments, is desirable.

Benefits

• Prompt and regular attendance at assigned work location. • Ability to thrive in a fast-paced, high-intensity work environment. • Ability to remain seated in a stationary position for prolonged periods. • Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment. • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required. • Ability to interact with leadership, employees, and members in an appropriate manner.