Client Success Manager - Remote

Job Summary: 

Essential Job Functions: 

• Manages high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs  
• Understand and report up to date financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements  
• Strive to maximize 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  
• Tracks, analyzes, creates, and delivers relevant reports and insights  
• Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget  
• Collaborate 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 

Contract Renewal 

• Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be proposed.   
• Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business. 
• Provide renewal and RFP responses as applicable 
• Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts 

• Drive and support the strategic plans for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction 
• Prepare, in collaboration with Director Client Success the QBR and Annual Review 

• 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 

• 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 

• 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 3-5 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 

• 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  
• Participation in education as required for corporate compliance and role-specific functions and tasks  

• 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.