Client Success Manager - NC, SC, and TN

$65,000 - $95,000/Yr

Healthstat - Houston, TX

Full-time - Mid Level

Houston, TX

501-1,000 employees

Ambulatory Health Care Services

About the position

The Client Success Manager at Marathon Health plays a pivotal role in fostering and maintaining strong partnerships with clients and brokers/consultants. This position is integral to the strategic planning and proactive engagement of clients, ensuring that the employee population is effectively engaged with the services offered. The role involves a comprehensive understanding of population health and healthcare utilization data, enabling the manager to leverage this data to tell compelling stories that resonate with clients. The Client Success Manager will participate in the planning and launch of new health centers, collaborating closely with the Sales team, Regional Operational Manager, and Implementation Team to ensure seamless integration and service delivery. In addition to managing contractual requirements and ensuring successful renewals, the Client Success Manager will prioritize low-margin clients to identify opportunities for revenue growth and expense management. This includes targeting existing clients for new health centers, products, and services, as well as defining and leveraging the coverage model for assigned clients. The role requires the use of creative feedback tools to gain insights into customer needs and to work with internal partners to enhance products and services. The Client Success Manager will also coordinate with the marketing team to develop and implement client-specific engagement plans, including communication and incentive strategies aimed at improving utilization and patient experience. Collaboration with Regional Operational Managers is essential to drive client engagement, achieve performance guarantees, and maintain open lines of communication with clinical staff. The manager will analyze and report on performance data related to clinic operations, track risk metrics, and proactively manage performance guarantees to ensure successful outcomes. Documentation and reporting in Salesforce, as well as timely execution of contractual requirements, are also key responsibilities of this role. The Client Success Manager may serve as the primary point of contact for all customer needs and requests, maintaining positive relationships with brokers to advocate for mutual clients.

Responsibilities

• Develop a deep understanding of population health and healthcare utilization data and articulate results effectively.
• Participate in new health center implementations alongside the Sales team and Implementation Team.
• Manage contractual requirements, including renewal terms and successful client renewals.
• Prioritize low-margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients, including new health centers, products, and services.
• Help define and leverage the coverage model for assigned clients.
• Use creative feedback tools to understand customer needs and work with internal partners to improve products and services.
• Coordinate with the marketing team to develop and implement client-specific engagement plans.
• Partner with Regional Operational Managers to drive client engagement and achieve performance guarantees.
• Analyze, summarize, report, and manage performance data related to clinic operations in collaboration with Operational & Clinical leadership.
• Track risk metrics related to the success of the partnership and manage performance guarantees proactively.
• Document and report in Salesforce, executing all necessary contractual requirements in a timely manner.
• Support the coordination of client eligibility file processing, invoicing, and incentive documentation.
• Maintain broker relationships and advocate on behalf of mutual clients.

Requirements

• Bachelor's degree in Business or Healthcare Administration.
• 5 or more years of directly related healthcare operations or account/client management experience, or equivalent combination of education and experience.
• Experience in developing and delivering presentations.
• Strong oral and written communication skills.
• Ability to build and maintain positive professional relationships.
• Ability to influence others and work cross-functionally.
• Willingness to develop an in-depth understanding of the market and related services.
• Advocacy for process improvement and adherence.
• Strong project management and account portfolio planning skills.
• Proficiency in Microsoft Office and CRM products, with Salesforce experience preferred.
• Willingness to travel up to 50%.

Nice-to-haves

• High energy personal style and aptitude for process-oriented thinking.
• Ability to manage ambiguity and establish effective internal networks.
• Creative thinking to find efficient and sustainable solutions.
• Tenacious follow-up skills for client services.

Benefits

• Free Marathon membership for in-person and virtual care.
• Employer-paid life and disability insurance.
• Choice in medical/dental plans and vision coverage.
• Employer-funded HSA and FSA options.
• Voluntary illness, accident, and hospitalization plans.
• Competitive compensation with 401k match.
• Access to financial coaching through the Employee Assistance Program.
• Paid time off for vacation, sick leave, and holidays.