Client Success Manager

Navmd - Overland Park, KS

Full-time - Mid Level

Overland Park, KS

About the position

At NavMD, we believe that knowledge is power, especially when it comes to health benefits. Our platform is designed to provide actionable insights that help our partners answer critical questions about their health plans: What happened? Why did it happen? What's going to happen? And what can we do about it? By leveraging data, we empower our partners to build high-performance health plans that stand out in a competitive landscape. As a Client Success Manager, you will play a pivotal role in ensuring that our clients have a smooth onboarding experience and receive ongoing support that exceeds their expectations. Members of the Client Success team are dedicated to delighting customers from day one. Once clients are live on our AVISO Analytics platform, you will be responsible for delivering high-impact training and continuous support throughout their journey. Your engagement and the quality of your interactions will set the standard for customer service in the industry. You will oversee a book of business, acting as the voice of your clients and providing unprecedented levels of support and engagement. This includes conducting initial and ongoing training, driving product adoption, and maintaining a consistent cadence with clients to help them unlock additional value from our services. In this role, you will also conduct semi-annual Business Reviews with clients, identify opportunities for client expansion, and help them realize the full value of their plans in AVISO. You will be instrumental in converting Freemium users into full access clients, managing contract renewals, and creating advocates for NavMD. Your efforts will directly impact our Net Promoter Scores and Customer Satisfaction Scores, driving loyalty and improving client relationships through proactive engagement and adherence to our nurturing strategy. You will also respond to feedback from Voice of the Customer campaigns, working with leadership to engage customers in referral programs and celebrating client wins to reward their partnership.

Responsibilities

• Oversee a book of business
• Be the voice of your clients
• Provide unprecedented levels of support and engagement
• Provide initial and ongoing training and support throughout the customer journey
• Conduct initial AVISO Analytics platform training once plans go live
• Deliver custom report training and ongoing training
• Actively engage in activities to drive product adoption
• Conduct Business Reviews with clients on a semi-annual basis
• Maintain a consistent cadence with clients to help them unlock additional value
• Understand, identify, and maximize opportunities for client expansion
• Help clients realize the value of having their plans in AVISO to add more plans
• Identify opportunities to connect strategies with point solution partners that add value
• Convert Freemiums into full access to AVISO
• Manage renewal of contracts within your book of business
• Create advocates of NavMD
• Improve Net Promoter Scores, Customer Satisfaction Scores and drive loyalty by exceeding expectations
• Respond to both positive and negative feedback from Voice of the Customer campaigns
• Work with leadership to engage customers in referral programs
• Celebrate client wins and reward them for their partnership
• Continuously improve client relationships by adhering to the NavMD nurturing strategy
• Proactively engage clients to reinforce NavMD's value
• Drive customer loyalty
• Understand key metrics and KPIs such as Client Health scores, Retention rates, and Outstanding tickets.

Requirements

• Broad knowledge of the health insurance industry, employee benefits, self-funding, value-based insurance plan design, underwriting, and analytics
• Excellent verbal and written communication skills, accompanied by a confident, calm, and clear communication style
• Experience working in employee benefits; account servicing, analytics, or underwriting
• Proficiency with Microsoft Excel (Pivot Tables, Building Formulas, Cell Formatting)
• Experience managing large datasets with functions: IF, SUM, INDEX, MATCH, VLOOKUP.