Client Success Manager

MultiPlan; McLean (VA); On-site; USD 89,000 - 120,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) + match

Employee Stock Purchase Plan

Paid Time Off

Parental Leave

Tuition reimbursement

Flexible Spending Account

Job summary

MultiPlan in McLean, VA seeks an entry‑level Associate Client Success Manager to support the Client Success team and ensure the success of our healthcare payor clients. You will help manage relationships, drive product adoption, and ensure clients achieve their desired outcomes through our technology solutions.

You will learn payor workflows, communicate with clients, monitor usage, and escalate issues while contributing to continuous improvement and HIPAA compliance.

Qualifications

• Bachelor's degree in business, healthcare administration, clinical degree or related field.
• 5+ years in client success, account management, or related role in healthcare payor or tech industry.
• Strong understanding of healthcare payor landscape and challenges.
• Excellent verbal and written communication skills; ability to convey complex information.

Responsibilities

• Support client relationships with key stakeholders at payor and provider organizations.
• Assist onboarding and training for new clients to ensure effective use of products and services.
• Help drive product adoption and provide ongoing client support.
• Monitor client performance metrics and usage data for improvements.
• Serve as point of contact for client issues and escalations; coordinate with internal teams.
• Gather client feedback for product development and enhancements.
• Prepare and present reports on client status and satisfaction.

Skills

Client relationships

Account management

Communication

Problem solving

Data analysis

Presentation skills

Healthcare payor knowledge

Team collaboration

Proactive learning

Education

Bachelor's degree in business/healthcare

Advanced degree preferred

Job description

JOB SUMMARY:

The Associate Client Success Manager will support the Client Success team in ensuring the success and satisfaction of our healthcare payor clients. This entry-level role will assist in managing client relationships, driving product adoption, and ensuring that clients achieve their desired outcomes through our technology solutions. This role requires a basic understanding of the healthcare payor industry, strong communication skills, and a proactive approach to learning and problem-solving.

JOB ROLES AND RESPONSIBILITIES:

• Client Support: Assist in building and maintaining strong relationships with key stakeholders at healthcare payor and provider organizations.
• Onboarding and Training: Support the onboarding process for new clients, helping to ensure they are effectively trained and equipped to use our products and services.
• Product Adoption: Help drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients.
• Performance Monitoring: Assist in monitoring client performance metrics and usage data to identify opportunities for improvement.
• Issue Resolution: Act as a point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
• Client Advocacy: Gather and relay client feedback to product development and other teams to enhance our offerings.
• Reporting and Analysis: Assist in preparing and presenting regular reports on client status, performance, and satisfaction to internal and external stakeholders.
• Continuous Improvement: Contribute to the identification and implementation of best practices for client success, helping to develop processes and tools that enhance the client experience.
• Identify and communicate customer business needs and expectations to the Company's process owners for the development, enhancement, and implementation of all services.
• Monitor market/competitive information and consult with assigned customers to develop and participate in customer specific sales strategies.
• Collaborate, coordinate, and communicate across disciplines and departments.
• Ensure compliance with HIPAA regulations and requirements.
• Demonstrate commitment to the Company's core values.
• Please note due to the exposure of PHI sensitive data -- this role is considered to be a High-Risk Role.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE:

The Client Success Manager must be strategic in managing their block of business. An incumbent must also understand and exceed the expectations of the client in their partnership with the Company and initiate improvements to better service the client. An incumbent must deliver effective and organized presentations in order to increase the Company's revenue from new or existing clients. The Client Success Manager has the latitude and authority to make commitments on behalf of the Company within defined parameters.

JOB REQUIREMENTS (Education, Experience, and Training):

• Education: Bachelor's degree in business, Healthcare Administration, clinical degree or a related field. Advanced degree preferred.
• Experience: 5+ years of experience in client success, account management, or a related role within the healthcare payor or technology industry.
• Industry Knowledge: Strong understanding of the healthcare payor landscape, including key challenges and opportunities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
• Problem-Solving: Proactive and solution-oriented mindset, with the ability to navigate complex client issues and drive resolution.
• Technical Proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.
• Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams.
• Analytical Skills: Ability to analyze data and metrics to drive decision-making and demonstrate value to clients.

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

• Medical, dental and vision coverage with low deductible & copay
• Life insurance
• Short and long-term disability
• Paid Parental Leave
• 401(k) + match
• Employee Stock Purchase Plan
• Generous Paid Time Off - accrued based on years of service
• WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service
• 10 paid company holidays
• Tuition reimbursement
• Flexible Spending Account
• Employee Assistance Program
• Summer Hours
• Sick time benefits - for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits

COMPENSATION

The salary range for this position is 89K-120K. Specific offers take into account a candidate's education, experience and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.

APPLICATION DEADLINE

We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.

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