Senior Customer Success Manager - Health Plans

August 4

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Sword Health

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Sword Health is the world’s fastest growing virtual MSK care provider, on a mission to free two billion people from pain

Digital Health • medical devices • machine learning • Artificial Intelligence • physical therapy

201 - 500

Description

• Manage the end-to-end client lifecycle for a growing list of health plan customers within an assigned book of business— drive onboarding, engagement, and the demonstration of value. • Understand the operational model to consume and support multiple employers under the health plan partnership • Build trusted & strategic relationships with our health plan customers — understand their needs/objectives and drive Sword’s clinical and economic outcomes to exceed them. • Partner with the Implementation team during handoff from Sales to Customer Success, establish a working cadence with partners, highlight dependencies, align marketing plans, etc. • Own a strategic area of Sword’s Customer Success practice, defining our strategy and constantly iterating the team’s playbook(s) • Monitor performance and deliver quantifiable & qualitative insights to customers — prove Sword’s impact via reporting, regular meetings, and quarterly business reviews • Develop payor account plans — estimate total opportunity, define key goals/milestones, and recommend areas to focus in order to succeed. • Advocate for the needs of our customers internally, work with internal teams to solve pain points, and deliver high customer satisfaction scores

Requirements

• Experience with managing national and regional health plans across fully insured, ASO, and Medicare/Medicaid lines of business. • 5+ years of experience in enterprise-level customer success/account management or roles, ideally in digital health with health plan experience • Experience building relationships with team members, customer stakeholders, c-level executives, and third party organizations • Strong process orientation, with an ability to identify needs and execute projects that improve our Customer • Success practice and relationships with partners. • Strong growth mindset and ability to influence via analytical and story-telling skills • Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing • Comfortable with small teams and adapting to ambiguous start-up environments • Passionate about bringing world-class healthcare to those who need it • No ego, highly collaborative, goal-oriented and confident; comfortable working in ambiguity and generally being adaptable