Client Success Manager: Implementations & Retention

Jobtailor; Connecticut; On-site; USD 90,000 - 130,000; Full time

Job summary

Express Scripts is seeking a results-driven Client Relations professional in Connecticut to manage a portfolio of business, drive client satisfaction, and lead cross-functional implementations. You will analyze performance metrics, resolve issues, and ensure service excellence for clients and consultants.

The role emphasizes proactive consultation, benefit management, and collaboration with account directors to meet client expectations and retention targets. Some travel may be required.

Qualifications

• Bachelor's degree or 11–14 years of experience.
• 5–8 years relevant experience with Bachelor's or 3–5 years with a Master's.
• Excellent PC skills including Microsoft Office and Internet experience.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem solving skills.
• Strong focus on book of business client satisfaction and client retention results.
• Demonstrated ability managing projects using proven project management processes.
• Ability to work cross-functionally and resolve issues with urgency.
• Ability to travel overnight up to 20%.
• As-needed home internet with reliable broadband.

Responsibilities

• Ensure ESI clients and patients receive superior service.
• Manage day-to-day client relationships and overall satisfaction and retention of assigned book of business.
• Deliver core client services cross-functionally with operational teams.
• Review performance metrics to promote client satisfaction, profitability, and retention.
• Provide preventative consultation, analysis, and issue resolution to clients, consultants, and producers.
• Manage and execute client benefit requests, including benefit changes, product upsells, new groups, terminations, and escalated issues.
• Lead new group and specific product implementations.
• Establish and lead internal implementation meetings to ensure collaboration, attention to detail, timelines, and quality standards.
• Lead client-centric team meetings reviewing operational performance against client expectations.
• Present Express Scripts operational performance metrics to clients monthly and/or quarterly.
• Collaborate with Account Directors on client activity, expectations, and service needs.

Skills

Client Relationship Management

Project Management

Analytical Skills

Communication Skills

Client Satisfaction Focus

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Express Scripts is seeking a results-driven Client Relations professional in Connecticut to manage a portfolio of business, drive client satisfaction, and lead cross-functional implementations. You will analyze performance metrics, resolve issues, and ensure service excellence for clients and consultants.

The role emphasizes proactive consultation, benefit management, and collaboration with account directors to meet client expectations and retention targets. Some travel may be required.