Senior Client Success Manager

$80,000 - $90,000/Yr

Getwellnetwork - Bethesda, MD

Full-time - Mid Level

Bethesda, MD

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Client Success Manager at Get Well is a pivotal role focused on enhancing patient care through the adoption and integration of Precision Engagement solutions in healthcare settings. This position involves direct collaboration with client hospitals, leading a team of Client Service Managers to ensure client satisfaction, retention, and the successful implementation of strategies that drive product utilization and revenue growth. The role requires a strong emphasis on client education, relationship management, and performance improvement within a defined region, with a significant travel component.

Responsibilities

• Serve as the overall account owner and central point of contact for designated clients, responsible for driving utilization of the Get Well system and securing timely contract renewals.
• Manage a team of Client Service Managers to drive utilization, value on investment, client satisfaction, and overall account management.
• Lead client education on Patient Engagement and conduct best practice webinars for the Government Services client community.
• Ensure Client Service Managers have resources for on-site training and post 'Go-Live' sustainability education plans.
• Provide training for the Government Client Services Team on clinical workflows and integration of the Interactive Care Model.
• Review and oversee the professional development of the Client Service Managers, identifying training needs and performance metrics.
• Collaborate with the VP and SCSD to lead solution design sessions and optimization work sessions for client engagement.
• Partner with internal teams for 'Go-Live' planning and provide status updates for client sites.
• Define and document an annual client service strategy in collaboration with Client Success Managers.
• Establish communication structures to enhance visibility of the impact and value of Precision Engagement on client organizations.
• Facilitate the exchange of best practices across client sites and regions.
• Perform gap analysis and establish focus areas for practice standardization and performance improvement.
• Engage multidisciplinary teams to evaluate current practices and design solutions for advanced patient engagement.
• Assess outcomes quarterly to identify value or return on investment achieved.
• Support cultural adoption and coaching on improved performance as needed.
• Address and resolve issues that may arise during projects or within the team.

Requirements

• Minimum 2 years of experience as a Client Success Manager, preferably in healthcare.
• Previous supervisory experience is a strong plus.
• Experience working with healthcare quality metrics such as HCAHPS, SHEP, and SAIL.
• Bachelor's degree in nursing, a healthcare-related field, or business.
• Experience working within a hospital environment is required.
• Experience in leading training with clinical staff is essential.
• Must meet all client-specific requirements, including immunizations and screening.
• Willingness to submit to a federal government background check and regular drug testing.
• Flexibility in schedule is required, with occasional weekend availability.
• Ability to travel approximately 50% of the time to multiple client sites and company offices.
• Adhere to all organizational information security policies.

Nice-to-haves

• Veteran status preferred.

Benefits

• Generous paid time away from work
• Variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Pet insurance
• Annual bonus potential.