Clinical Client Success Manager

MPOWERHealth; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

MPOWERHealth is seeking a Clinical Client Success Manager in the United States to oversee ongoing client accounts, proactively engage with clients, and deliver daily operational support for clinical services. This hybrid role emphasizes customer engagement and retention to drive long-term value.

The ideal candidate will manage client relationships, coordinate onboarding, and collaborate with internal teams to implement new services, monitor performance metrics, and address escalations as needed.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• 3-5 years' experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management.
• Experience in insurance, benefits, or healthcare revenue cycle.
• Experience in developing executive level client relationships including negotiation, presentation.

Responsibilities

• Influence and manage client expectations regarding MPOWERHealth products and services.
• Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies.
• Mentor fellow Client Success team members.
• Regularly interact across functional areas with senior management to ensure objectives are met.
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
• Provide the leadership to ensure that clients' service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth.
• Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding.
• Coordinate with internal departments on implementation of new client business.
• Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise.
• Responsible for identifying and executing opportunities to engage clients.
• Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value.
• Proactively own and manage service delivery for high-visibility and high-touch client relationships.
• Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services.
• Communicate consistently with management regarding key escalations and priority issues.
• Partner with clients and help them follow best practices and optimize use of MPOWERHealth's services/products.
• Understand short and long-term client goals and objectives.
• Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes).
• Proactively manage, measure, track, and resolve client issues to ensure their timely resolution.
• Lead recurring meetings with surgeons.
• Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals are met.
• Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services.
• Drive issue resolution using standard process/procedures in coordination with supporting resources.
• Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations.
• Other duties as assigned

Education

Bachelor's Degree or equivalent combination of education and experience

Job description

Overview

Job Summary:

The Clinical Client Success Manager is responsible for routinely managing client accounts, proactively communicating with all clients, and providing day-to-day management and operational support of clinical services. Key driver for success in this role is customer engagement and retention.

Work Structure: Hybrid opportunity with continued focus on current responsibilities while supporting Clinical Client Success initiatives.

Responsibilities

Leadership

• Influence and manage client expectations regarding MPOWERHealth products and services.


• Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies.


• Mentor fellow Client Success team members.


• Regularly interact across functional areas with senior management to ensure objectives are met.


• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.


• Provide the leadership to ensure that clients' service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth.

Client Onboarding

• Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding.


• Coordinate with internal departments on implementation of new client business.

Client Experience

• Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise.


• Responsible for identifying and executing opportunities to engage clients.


• Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value.


• Proactively own and manage service delivery for high-visibility and high-touch client relationships.


• Perform regular calls or face-to-face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services.


• Communicate consistently with management regarding key escalations and priority issues.


• Partner with clients and help them follow best practices and optimize use of MPOWERHealth's services/products.


• Understand short and long-term client goals and objectives.


• Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes).


• Proactively manage, measure, track, and resolve client issues to ensure their timely resolution.


• Lead recurring meetings with surgeons.


• Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals are met.


• Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services.


• Drive issue resolution using standard process/procedures in coordination with supporting resources.


• Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations.


• Other duties as assigned

Client Reviews

• Perform regular tailored client account reviews to discuss client performance metrics (Service Level Agreement, Client satisfaction).


• Deliver excellent client experience through a data driven approach.


• Monitory and evaluate client satisfaction, identify additional needs that align with MPOWERHealth's service offerings, and proactively address client concerns or requests.

O ptimization and Special Projects

• Lead and participate in projects that directly impact the client, including process improvement initiatives.


• Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools.


• Recognize and resolve systemic issues to prevent them from repeating.


• Client Service Tickets & SF Administration


• Document, track, and support compliance with Service Level Agreements.


• Track client information in SalesForce

Business Development

• Identify and seek opportunities to cross-sell MPOWERHealth suite of products and services through finely tuned client relationships as they are built.


• Assist Business Development team in various sales meetings with new clients.


• Play an active role in supporting the renewal process.


• Monitor and recommend strategies to increase client usage and adoption

Qualifications

Education and/or Experience

• Bachelor's Degree or equivalent combination of education and experience.


• 3-5 years' experience as an Account Manager or similar role, with emphasis on client accounts within healthcare revenue cycle management.


• Experience in insurance, benefits, or healthcare revenue cycle.


• Experience in developing executive level client relationships including negotiation, presentation