Client Success Manager

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Long-Term Disability

Short-Term Disability

Retirement Plan with Employer Match

Paid Holidays

Job summary

TotalMed seeks a Client Success Manager to lead client relationships, oversee MSP delivery metrics, and drive service expansion. The role requires supervising a remote team, optimizing processes, and maintaining strong partnerships with clients and vendors.

Candidates should demonstrate healthcare literacy, strong communication and analytical skills, and the ability to travel up to 10% for client meetings. Competitive compensation and comprehensive benefits offered.

Qualifications

• Proven experience managing accounts in staffing, MSP, or healthcare in a similar role (≈3 years).
• Knowledge of healthcare terminology and services.
• Experience building relationships with varying levels of leadership in complex accounts.
• Familiarity with vendor management systems (VMS).
• Travel up to 10% of time as needed.
• Ability to cope with high stress in a fast-paced environment.
• Strong relationship-building and business-partner skills.
• Excellent time management and organizational abilities.
• Proficient with Microsoft Office and Internet.

Responsibilities

• Monitor and manage KPIs for MSP delivery (time to fill, starts, extensions, fill rate).
• Handle a minimum of 300 TOA (with 2 Client Success Associates).
• Cultivate relationships with clients, vendors, and internal teams for superior service.
• Develop knowledge of VMS tech for management and onboarding support.
• Drive efficiencies and expedite placement activities.
• Expand service lines (clinical interviewing, CAP, Locums, etc.).
• Engage in rate management and pricing discussions based on market conditions.
• Maintain supplier communication on contract status, declines, and extensions.
• Forecast requisitions with clients to meet service delivery goals.
• Communicate job requirements clearly with suppliers to improve fills.
• Manage remote-based client relationship team members and supervise performance.
• Create and distribute activity, performance, and customer-satisfaction reports.
• Travel as needed to grow client relationships and initiatives.
• Uphold core values and provide team coverage as required.

Skills

Relationship building

Account management

Communication

Time management

Organizational skills

Analytical skills

Problem-solving

MS Office (Word/Excel/Outlook)

Healthcare knowledge

Travel willingness

Tools

VMS

Microsoft Office

Job description

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
• Knowledge of hospital systems, medical terminology and/or healthcare services

$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

Travel Required

Yes . Up to 10% of the time

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.