Client Success Manager

TNAA & TotalMed; United States; Remote; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life insurance

Retirement plan with employer match

Paid holidays

Disability coverage

Legal assistance

Pet coverage

Job summary

TNAA & TotalMed is seeking a Client Success Manager to foster relationships with client hiring authorities and ensure top-tier service delivery. This remote, exempt role focuses on staffing KPIs, vendor partnerships, and expanding service lines while coordinating a remote team and managing client expectations.

The position emphasizes relationship building, industry knowledge, and the ability to travel up to 10% for client engagements.

Qualifications

• Demonstrated proficiency managing accounts in staffing, MSP, and/or healthcare, typically acquired within three years in a similar role.
• Knowledge of healthcare terminology and/or healthcare services.
• Proven experience developing relationships with varying levels of leadership in complex accounts.
• Familiarity with vendor management systems (VMS).
• Ability to travel up to 10% of the time for client or meeting needs.
• Ability to perform under high stress in a fast-paced environment.
• Strong time management and organizational skills; proficient with Word, Outlook, Excel, and Internet.

Responsibilities

• Monitor and manage team KPI’s (e.g., time to fill, starts, extensions, TOA, fill rate) for MSP delivery.
• Effectively manage a minimum of 300 TOA (2 Client Success Associates).
• Cultivate and maintain relationships with current clients, vendor partners, and internal teams to deliver superior service.
• Develop knowledge of VMS technology for management and client configurations, staffing processes, candidate onboarding and support.
• Drive efficiencies and act with urgency to expedite placement activities.
• Identify opportunities to expand service lines (clinical interviewing, CAP, Stogo, International RNs, strike coverage, Locums).
• Engage in proactive rate management and pricing consultation; negotiate rates based on market conditions when needed.
• Maintain communication with suppliers on status of contracts, decline reasoning, and extensions.
• Forecast requisitions with clients to anticipate placement processes and meet service delivery goals.
• Grow relationships with supplier partners to improve fill ratios and placement quality by clear communication of requirements.
• Manage remote-based client relationship team members, including hiring, training, coaching, and performance reviews.
• Create and distribute reports (activity, performance, customer satisfaction).
• Travel as needed to expand client relationships and team initiatives.
• Provide coverage for team members as needed.
• Uphold core values: Own Your Relationships; Own the Outcome; Obsess Over the Experience; Act with Integrity & Respect.

Skills

Account management

Relationship building

MSP experience

Healthcare knowledge

Time management

Communication skills

Education

College degree

Tools

VMS

Microsoft Office

Job description

Client Success Manager

Remote | Full-Time | Exempt

Role Summary

The Client Success Manager is a client-centric, highly consultative role responsible for building and fostering relationships with a variety of hiring authorities within a client and delivering superior service. The incumbent will commit to understanding our exclusive client’s culture and business processes to exceed expectations while meeting staffing demands, contract SLAs, and KPIs. The Client Success Manager serves as the liaison between clients and providers and supports the day-to-day relations with clients. This role must build, grow, and maintain relationships with key decision makers within client facilities by achieving the goals as communicated by the leadership team.

Works Closely With

Client's hiring authorities and internal teams across the enterprise.

Here’s what you’ll be doing:

• Monitor and manage team KPI’s (e.g., time to fill, Starts, extensions, TOA, internal fill, fill rate, etc.) for MSP delivery
• Effectively manage a minimum of 300 TOA (2 Client Success Associates)
• Cultivate and maintain valuable relationships with current clients, vendor partners, and internal team members to deliver superior service for our clients
• Develop knowledge of VMS technology for management and client configurations, staffing processes, candidate onboarding and general customer support of the VMS to internal and external customers.
• Drive efficiencies and act with a sense of urgency to expedite placement activities
• Drive opportunities to expand service lines: clinical interviewing, CAP, Stogo, International RNs, strike coverage, Locums, etc.
• Engage in proactive rate management and pricing consultation to ensure quality candidate submissions, and if necessary, negotiate rates based on market conditions
• Maintain communication with suppliers on status of open contracts, decline reasoning, and extensions
• Maintain proactive requisition management and forecasting with clients to anticipate and drive placement process while meeting/exceeding service delivery and satisfaction for our clients
• Maintain, build, and grow relationships with respective supplier partners to positively impact fill ratios, time to fill and quality placements by clearly communicating all job requirements and expectations in accordance with client requirements
• Manage assigned remote-based client relationship team members, including but not limited to, hiring, training, assigning and evaluating work, coaching and developing, and reviewing performance
• Manage the creation and distribution of a variety of reports, including but not limited to, periodic activity reports, performance reports, and customer satisfaction survey results
• Travel as needed to expand client relationships and client success team initiatives
• Provide coverage for team members as needed
• Uphold our Core Values
  • Own Your Relationships – Be someone others can count on
  • Own the Outcome – Deliver results through accountability and follow-through
  • Obsess Over the Experience – Make every interaction meaningful
  • Act with Integrity & Respect – Do what's right, always
• Other duties as assigned

Supervisory Responsibilities

• Lead assigned team members and manage associated work processes
• Establish performance standards and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct annual performance appraisals
• Execute supervisory responsibilities in accordance with the organization’s policies and procedures

Here’s what we are looking for:

• Demonstrated proficiency managing accounts (i.e., resolving escalations, managing requisitions, driving performance, KPIs, and service levels) in staffing, MSP, and/or healthcare (hospital acute care, preferred); typically acquired within three (3) years in a similar role
• Knowledge of healthcare, medical terminology and/or healthcare services
• Proven experience developing relationships with varying levels of leadership in complex accounts
• Familiarity with vendor management systems (VMS)
• Ability to travel up to 10% of the time as necessary for client or other business meetings
• Ability to adapt and cope with high stress and pressure in a fast-paced environment
• Skill in building relationships and developing strong business partnerships
• Excellent time management skills with a proven ability to meet deadlines
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proven experience in Microsoft Office applications (Word, Outlook, Excel) and Internet

Will accept any suitable combination of education, training, and experience

Preferred Qualifications

• Healthcare industry experience
• College degree
• Knowledge of hospital systems, medical terminology and/or healthcare services

Comp & Benefits

$68,000-$72,000 depending on experience; eligible for variable bonus

• Benefits (Start Day 1!):
  Medical, Dental, Vision, Life, and Long-Term Disability
  Short-Term Disability, Accident, Critical Illness
  Legal Assistance, Identity Protection, Pet Coverage
  Retirement Plan with Employer Match
  Generous vacation plan + 8.5 paid holidays