Client Success Manager I

Marathon Health; Michigan; On-site; USD 70,000 - 110,000; Full time

Job summary

Marathon Health is seeking a Client Success Manager to build lasting partnerships with employer and broker clients. You will monitor performance, resolve issues, and advise on best practices to improve health outcomes and cost savings.

The role requires a Bachelor’s degree in business or healthcare administration and at least five years of healthcare operations or account management experience. Travel up to 50% may be required.

Qualifications

• Bachelor’s degree in business or healthcare administration and 5+ years of directly related healthcare operations or account/client management experience.
• Proven success managing clients with complex needs and high expectations.
• Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.
• Ability to build, foster, and maintain positive professional relationships.

Responsibilities

• Understand population health and healthcare utilization data and articulate results.
• Plan and launch new health center implementations.
• Manage contracts including renewal terms and renewals.
• Identify revenue growth opportunities with existing clients.
• Define and apply the coverage model for clients.
• Gather feedback and collaborate to improve products and services.
• Coordinate with marketing on client engagement plans.
• Drive employee and member engagement and maintain communications with clinical staff.
• Analyze and report performance data for clinic operations.
• Maintain Salesforce documentation and reporting.
• Coordinate eligibility processing, invoicing, and incentive reporting.
• Serve as lead point of contact for client needs.

Skills

Client relationship management

Project management

Account management

Healthcare data analytics

Communication

Education

Bachelor’s degree in business or healthcare administration

Tools

Salesforce

Tableau

Microsoft Office

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. The Client Success Manager is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned customers. 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.

Key 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.
• 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.

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. Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Ability to build, foster, and maintain positive professional relationships
• possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Understands and advocates for process improvement and adherence
• Strong project management, account portfolio planning and prioritization
• Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

We are accepting applications for this position until a candidate has been selected.