Sr. manager client success
Employment Type: Full-Time
About the job:IHA is looking for a passionate Senior Manager, Client Success to support the launch of a large scale, state-wide provider directory product for all health plans and providers in California. Reporting to the Senior Director of Client Success, this position will inspire and manage a team of Client Success Managers. In this newly created role, the Senior Manager, Client Success will also serve as the lifecycle owner for a select strategic portfolio of clients, overseeing all aspects of client onboarding, support, account management, and training. This position focuses on a fine balance between operational and client facing emphases. This is a high impact role that will make a meaningful difference within the healthcare industry. This role offers a unique opportunity to work with thought leaders across California and be a part of a smart, hard-working, fun team that is leading a big, challenging project that can move the needle on a key health care industry pain point.Core Job Duties and Responsibilities: Manage and mentor a team of Client Success Managers to resolve simple and complex client issues proactively. Manage resource capacity and Client Success Manager assignments.Drive a culture of client centric ownership with a tenacity of owning client resolutions. Act as a project manager for onboarding of new clients, providing end-user training and intermediary support to ensure a successful implementation to the Symphony Provider Directory. Conduct and document client’s requirements gathering to tailor onboarding approach to meet client-specific business processes.Provide insights and best practices to clients to ensure full optimization and adoption, and contribute to the continual refinement of best practices, implementation processes and procedures. Collaborate with other internal departments e.g. product development, technology, marketing, support, training and external partners on new releases impacting the client, and participate in User Acceptance Testing. Regularly provide client status updates; highlighting client advocates and those at risk. Identify client advocates and develop a central repository for the management of our supporters. Monitor and identify adoption and utilization trends, provide recommendations based on risk and clients’ needs.Conduct periodic client health-checks. Prepare and educate clients on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.This role will have expanded and growing responsibilities across Integrated Healthcare Association. Job Knowledge, Skills, and Work Experience: 5-10 years of client success / account management-related experience in a SaaS business to business organization.2-5 years of experience managing client success / account management team membersAbility to remain calm and clear-minded in a role that directly impacts both revenue and client satisfactionDriven, self-motivated and enthusiastic with a ‘can-do’ attitude and the ability to think on your feetFlexible approach and an ability to operate effectively with uncertainty and under pressureExperience in process improvement and service excellence.Bachelor’s Degree in Healthcare Management, Information Technology, Business or related fieldPossess a fusion of project management, business analysis, and technology Excellent communication, decision-making, and problem-solving skillsExtremely well organized with a high level of accuracy and attention to detailProficiency with CRM Software, working knowledge of Microsoft Office productsBonus if you have: Understanding of the structure of California health care delivery systemSome knowledge of Change Management methodologies and/or Business Process / Program ManagementPrior healthcare industry experience, specifically expertise/knowledge of health plans (extra bonus) Salesforce CRM experience (extra bonus) Benefits:Competitive salaryGreat work environment in convenient location (City Center 12th St BART Station in Oakland)Free snacks, tea, coffeeSubsidized gym membership401K contribution20 paid days off a year + 10 holidaysMedical/dental/vision coverageCommuter benefits
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