Client Success Manager I

Marathon Health; Cincinnati (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Marathon Health seeks a Client Success Manager to build and sustain strong client and broker partnerships, guiding strategic planning within each client’s business to drive clinical and savings outcomes.

The role involves proactive issue resolution, consulting on best practices, reviewing services, and delivering market insights. Requires a Bachelor’s degree in business or healthcare administration and 5+ years of related healthcare operations or account management experience.

Qualifications

• Bachelor’s degree in business or healthcare administration; 5+ years in healthcare operations or client management.
• Experience influencing stakeholders at all levels and renewing contracts.
• Strong grasp of healthcare data analytics, performance guarantees, and operating alignment.

Responsibilities

• Develop and maintain a strong client and broker partnership with assigned customers.
• Lead renewal terms and successfully renew clients at targeted escalation.
• Identify revenue growth opportunities with existing clients, including new populations and services.
• Collaborate with marketing to create client engagement plans and improve utilization.
• Provide timely client reporting and manage performance data for clinic operations.

Skills

Client management

Healthcare analytics

Stakeholder influence

Presentation skills

Education

Bachelor's degree in business or healthcare administration

Tools

Salesforce

Tableau

CRM tools

Job description

Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health

About The Job

The Client Success Manager is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned customers. This role is engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights.

Essential Duties & Responsibilities

• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results
• Participates in new health center implementations planning and launch.
• Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Help define and leverage the coverage model for assigned clients.
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
• In collaboration, analyze, summarize, report and manage performance data related to clinic operations. Understand and track risk metrics related to the success of the partnership.
• Salesforce documentation and reporting.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
• May serve as the lead point of contact for all customer needs/request.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
• Run, interpret and deliver client reporting on the appropriate frequency.

Qualifications

Bachelor’s degree in business or healthcare administration and 5 or more years of directly related healthcare operations or account/client management experience or equivalent combination of education and experience. Proven success managing clients with complex needs and high expectations. Experience influencing stakeholders at all levels. Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.

Desired Attributes

• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
• Understands and advocates for process improvement and adherence
• Ability to perform services for the client with tenacious follow up
• Strong project management, account portfolio planning and prioritizationProficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

Pay Range: $80,000 - $110,000/yr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level. This position is also eligible for an annual incentive.