Client Success Manager II

Client Success Manager II

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

About The Job

The Client Success Manager II is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned medium to large/jumbo clients. This role will be for one specific and very large client that has a global reach. You will be engaged in the strategic and proactive planning within the client's overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights. Details about the CSM II client portfolio are outlined below:

• Portfolio Size: 10 - 15 medium to large/jumbo sized accounts averaging $8M each
• Contract Type: Complex, high-value, or at-risk contracts requiring bespoke solutions and financial accountability.

This client operates at a very large multinational scale, both in workforce and financial power—making it one of the most influential consumer goods companies globally. Only candidates in the New York Metro area will be considered. (New York, New Jersey & or Connecticut).

Essential Duties & Responsibilities

• Independently manages a complex book of business, including clients with advanced performance guarantees and fully at-risk contracts.
• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results - leveraging data to tell a story (relate and interpret data).
• Participates in new health center implementations planning and launch alongside the Sales team, Director of Operations & local operations leadership and Implementation Team.
• Leads competitive renewal re-bids, often involving larger pursuit teams and complex negotiations. Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation. Prioritize low margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Supports clients requiring bespoke engagement, advanced analytics, and tailored solutions.
• Help define and leverage the "coverage model" for assigned clients.
• Use creative feedback tools to develop an understanding of customer's needs, work with internal partners to improve products and services.
• Acts as a strategic advisor to clients, leveraging deep industry expertise and relationship management skills.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering with Directors of Operations and local health center leadership on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
• Partners closely with Dyad partners and cross-functional teams to drive operational excellence and resolve escalated issues.
• In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related to clinic operations. Understand and track risk metrics related to the success of the partnership. Proactively monitor and manage Performance Guarantees to manage payout.
• Salesforce documentation and reporting.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
• May serve as the lead point of contact for all customer needs/request.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
• Run, interpret and deliver client reporting on the appropriate frequency.
• Serves as a mentor and resource for CSM I team members, contributing to talent development and best practice sharing.

Qualifications

Bachelor's degree in Business or Healthcare Administration and 7–10 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

Desired Attributes

• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
• Understands and advocates for process improvement and adherence
• Ability to perform services for the client with tenacious follow-up
• Strong project management, account portfolio planning and prioritization
• Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

Pay Range: $90,000 - $125,000/yr

The actual offer may vary dependent upon geographic location and the candidate's years of experience and/or skill level. This position is also eligible for an annual incentive.