Client Success Manager

Vaco - Albany, NY

Full-time - Mid Level

Remote - Albany, NY

Administrative and Support Services

About the position

The Client Success Manager (CSM) at Pivot Point Consulting plays a crucial role in overseeing multiple client engagements, ensuring that the organization understands and meets or exceeds client expectations. This position is pivotal in cultivating healthy client relationships and maintaining regular engagement with consultants. The CSM will collaborate closely with business stakeholders, leaders, and subject matter experts to effectively plan and deliver projects in a timely manner. In this role, the CSM is responsible for building strong relationships with clients, consultants, the ACE team, and engaged recruiters. Regular check-ins with clients and consultants are essential to ensure that deliverables and expectations are met, and that consultants are successful in their roles. The CSM will also proactively escalate any challenges or concerns that arise during engagements. Screening potential candidates for projects and meeting with Client Managers regularly to discuss consultant performance are key duties of this position. Additionally, the CSM will mentor and coach PPC team members to enhance the overall knowledge of the team, identify business development opportunities, and collaborate with the Account Manager and Client Executive. The role may also involve assisting in the development of methodologies, processes, and tools to help the team mature. When appropriate, the CSM may engage in client work as a billable resource. This position requires a high level of accountability, effective communication, customer focus, and emotional intelligence, among other competencies.

Responsibilities

• Build relationships with the client, consultant(s), ACE team, and engaged recruiters.
• Regularly check-in with clients and consultants to ensure deliverables/expectations are met and consultants are successful.
• Share regular updates with the ACE team and engaged practice.
• Proactively escalate challenges or concerns.
• Screen potential candidates for projects.
• Meet with Client Managers on a regular basis to proactively check in on consultant performance.
• Mentor and coach PPC team members to increase the aggregate knowledge of the team.
• Identify business development opportunities and collaborate with the Account Manager and Client Executive.
• Assist with the development of methodology, processes, and tools to help the team mature.
• Engage in client work as a billable resource when appropriate.

Requirements

• 5+ years of healthcare IT delivery experience.
• Business development experience.
• Bachelor's degree required.
• EMR certification preferred.
• PMP preferred.

Nice-to-haves

• Experience in managing client relationships in a consulting environment.
• Familiarity with healthcare technology and systems.