Included Health

Senior Client Success Manager, Enterprise

Job Description

The Senior Client Success Manager, Enterprise role is a customer success professional responsible for achieving Retention, Upsell and NPS targets for their portfolio of customers in addition to other objectives and key results. This individual contributor plays a critical role in cultivating client relationships and serves as a trusted advisor to them. They understand and advance client strategy that aligns to Included Health's services and solutions. They are an expert in Included Health offerings, reselling value and deepening our partnerships with them. They provide strategic thought leadership and business insights that showcase member outcomes and progress towards client ROI.


Responsibilities:
  • Portfolio Management: You will manage a portfolio of complex clients reselling the value of IH services and solutions while seeking opportunities to deepen the partnership through upsell and expansion.
  • Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH.
  • Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments. 
  • Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
  • Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship.
  • Business Reviews: You will deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals.
  • Relationship: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment.
  • Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities.
  • Renewal Management: You will negotiate price increases at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms.
  • Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.
  • CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations.
  • CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will participate in special projects to improve effectiveness of CS, and client and member experience as needed.

    • Qualifications:
  • 7+ years client success experience serving mid to large enterprise clients.
  • Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related.
  • Deep understanding of the employer benefit landscape, key stakeholders and decision makers.
  • Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations.
  • Ability to work internally across functions to achieve client contractual commitments and results.
  • Proven ability analyzing and interpreting data - deriving insights that support value delivery for clients
  • Solution focused, curious, lifelong learner, optimistic problem solver.
  • Travel up to 25%.

    • Physical/Cognitive Requirements:
  • Capability to remain seated in a stationary position for prolonged periods.
  • Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.

    • Apply Now
    Job Summary

    Customer Service Specialist- Swedish/ Norweigian/ Danish- Remote in Greece

    Turn your Nordic language skills into a premium international career while enjoying a relaxed Mediterranean lifestyle. Work with an international team, support customers

    • Sweden Only
    • 23 hours ago

    Customer Success Manager - Iberia (Portugal & Spain)

    Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trus

    • Spain Only
    • 9 days ago

    Customer Success Manager

    We’re looking for a Customer Success Manager to own and grow a portfolio of eCommerce brands using our platform. Your mission is to ensure brands stay active, increase re

    • Colombia
    • yesterday

    Customer Success Manager

    As a Customer Success Manager at PERSUIT, you’ll partner closely with law firms to improve their overall experience with PERSUIT - both the platform and the company and b

    • USA Only
    • 9 days ago