Client Success Manager

Job Description

Job Description

Description:

Your Role

The Client Success Manager is the lead relationship manager for Company Nurse, responsible for ensuring that strategic Client needs are identified and addressed, ensuring a high level of client satisfaction by being proactive toward achieving Client results as a strategic partner. The CSM role includes identifying benchmarks and goals, providing continuous improvement plans, and stewardship.

FLSA Status

• Exempt

Who you report to

• Director of Client Services, Client Success and Sales, Lintelio

The Awesome Work You’ll Be Doing

• Serve as a trusted advisor and main point of contact for identifying and resolving complex Client challenges.
• Provide best-in-class Client service by proactively providing strategic insights.
• Demonstrate a clear understanding of the Client’s core structure and business needs and effectively implement plans to meet/exceed those needs.
• Demonstrate understanding of Client requirements as well as the ability to articulate such to internal partners for successful implementation.
• Work with Client to target program goals and objectives, e.g. claims volume and cost reduction, ER usage, and reporting lag reduction.
• Provide marketing communication guidance to the Client as a means to increase program results.
• Participate in strategic discussions pertaining to the Company’s goals for profitability and retention of Clients.
• Utilizes Injury Summary Report and BI Analytics as consultative tools for guiding and recommending ways to improve results.
• Provide detailed stewardship and program performance reviews with the Client at designated intervals.
• Monitor key performance metrics in order to provide and implement improvement plans.
• Demonstrate ability to build trust, collaboration, and support across the organization through open communication to drive results and achieve success.
• Communicate effectively with the assigned Client Operations Specialist to mutually manage the Client program.
• Proactively seek additional opportunities for business development and program expansion.
• Present partner service opportunities were beneficial to the Client.
• Support Sales team efforts and provide feedback to Sales as needed.
• Support/participate in continuous process improvement activities as required.
• Provide Client coverage for other CSMs as needed.

Requirements:

What we need from you

• Bachelor’s degree or minimum of five (5) years' experience in Sales, Business Development, or Client Management role or a minimum of three (3) years' experience working as a Client Operations Specialist
• Strong communication skills, written and spoken, high emotional intelligence with strong critical thinking skills
• Organized, detail-oriented, and flexible to work in a fast-paced environment with changing priorities
• Fluent written and oral English skills
• Experience working in a team environment
• Experience working in healthcare, or insurance preferred
• To be a resident of one of the following states: AZ, CO, NV, TX, OR, TN, FL, NC, or VA

Preferred Qualifications

• Experience working in healthcare, or insurance preferred

The environment you work in

When applicable and appropriate, consideration will be given to reasonable accommodation.

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; adaptability to change; and ability to meet deadlines
• Physical: Manual and finger dexterity and eye-hand coordination to provide accurate data entry and software navigation for the entire duration of work shift; extensive computer keyboard for extended periods of time; ability to sit for extended periods of time; travel is minimal
• Auditory/Visual/Communication: Hearing, visual, and speaking clearly

The statements contained in this document are intended to describe the general nature and level of work being performed by an employee assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.