Manager, Client Success

MultiPlan; McLean (VA); On-site; USD 89,000 - 110,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Life insurance

Short and long-term disability

Paid Parental Leave

401(k) + match

Employee Stock Purchase Plan

Generous Paid Time Off

Tuition reimbursement

Flexible Spending Account

Employee Assistance Program

Summer Hours

Sick time benefits

Job summary

Claritev is seeking a Client Success Manager to ensure the success and satisfaction of our healthcare payor clients. You will build relationships, drive product adoption, and guide clients to achieve outcomes using our technology solutions.

Responsibilities include onboarding, training, performance monitoring, issue resolution, advocacy, regular check-ins, collaboration with Sales and Product, reporting, and risk mitigation.

Qualifications

• Education: Bachelor's degree in business, Healthcare Administration, clinical degree or related field. Advanced degree preferred.
• Experience: 5+ years of experience in client success, account management, or a related role within the healthcare payor or technology industry.
• Industry knowledge: Strong understanding of the healthcare payor landscape, including key challenges and opportunities.
• Communication skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
• Problem-solving: Proactive and solution-oriented mindset, with the ability to navigate complex client issues and drive resolution.
• Technical proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.

Responsibilities

• Build and maintain strong, long-lasting relationships with key stakeholders at healthcare payor and provider organizations.
• Oversee the onboarding process for new clients, ensuring they are effectively trained and equipped to use our products and services.
• Drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients
• Identify opportunities for revenue growth via organic growth or Sales Qualified Lead.
• Monitor client performance metrics and usage data to identify opportunities for improvement and ensure clients are achieving their goals.
• Act as the primary point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
• Serve as the voice of the client within the company, providing feedback to product development and other teams to enhance our offerings.
• Conduct regular follow-up calls and check-ins to ensure ongoing client satisfaction and to gather feedback for product improvement.
• Collaborate with sales and product teams to provide valuable client insights and identify upselling or cross-selling opportunities.
• Prepare and present regular reports on client status, performance, and satisfaction to internal and external stakeholders.
• Identify and implement best practices for client success, contributing to the development of processes and tools that enhance client experience.
• Manage and retain current revenue levels, proactively identifying risk and creating risk mitigation plans.
• Onsite Client Visits: 50% travel requirement.
• Collaborate, coordinate, and communicate across disciplines and departments.
• Ensure compliance with HIPAA regulations and requirements.
• Demonstrate commitment to the Company's core values.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Skills

Communication

Problem solving

Analytical skills

Interpersonal skills

Relationship management

Strategic thinking

Education

Bachelor's degree in business/healthcare administration

Tools

CRM software

Job description

JOB SUMMARY

The Client Success Manager (CSM) will play a critical role in ensuring the success and satisfaction of our healthcare payor clients. The CSM will be responsible for building and maintaining client relationships, driving product adoption, and ensuring that clients achieve their desired outcomes through our technology solutions. This role requires a deep understanding of the healthcare payor industry, excellent communication skills, and a proactive approach to problem-solving.

JOB ROLES AND RESPONSIBILITIES

• Client Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at healthcare payor and provider organizations. Understands the client's strategic goals and how Claritev plays a role in achieving those objectives.
• Onboarding and Training: Oversee the onboarding process for new clients, ensuring they are effectively trained and equipped to use our products and services.
• Product Adoption: Drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients
• Revenue Growth: Identify opportunities for revenue growth via organic growth or Sales Qualified Lead.
• Performance Monitoring: Monitor client performance metrics and usage data to identify opportunities for improvement and ensure clients are achieving their goals.
• Issue Resolution: Act as the primary point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
• Client Advocacy: Serve as the voice of the client within the company, providing feedback to product development and other teams to enhance our offerings.
• Client Check-ins: Conduct regular follow-up calls and check-ins to ensure ongoing client satisfaction and to gather feedback for product improvement.
• Collaboration with Sales & Product Teams: Collaborate with sales and product teams to provide valuable client insights and identify upselling or cross-selling opportunities.
• Reporting and Analysis: Prepare and present regular reports on client status, performance, and satisfaction to internal and external stakeholders.
• Continuous Improvement: Identify and implement best practices for client success, contributing to the development of processes and tools that enhance client experience.
• Retention: Manage and retain current revenue levels, proactively identifying risk and creating risk mitigation plans.
• Onsite Client Visits: 50% travel requirement.
• Collaborate, coordinate, and communicate across disciplines and departments.
• Ensure compliance with HIPAA regulations and requirements.
• Demonstrate commitment to the Company's core values.
• Please note due to the exposure of PHI sensitive data - this role is considered to be a High-Risk Role.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE

The Client Success Manager must be strategic in managing their block of business. An incumbent must also understand and exceed the expectations of the client in their partnership with the Company and initiate improvements to better service the client. An incumbent must deliver effective and organized presentations in order to increase the Company's revenue from new or existing clients. The Client Success Manager has the latitude and authority to make commitments on behalf of the Company within defined parameters.

JOB REQUIREMENTS (Education, Experience, and Training)

• Education: Bachelor's degree in business, Healthcare Administration, clinical degree or a related field. Advanced degree preferred.
• Experience: 5+ years of experience in client success, account management, or a related role within the healthcare payor or technology industry.
• Industry Knowledge: Strong understanding of the healthcare payor landscape, including key challenges and opportunities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
• Problem-Solving: Proactive and solution-oriented mindset, with the ability to navigate complex client issues and drive resolution.
• Technical Proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.
• Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams.
• Analytical Skills: Ability to analyze data and metrics to drive decision-making and demonstrate value to clients.

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

• Medical, dental and vision coverage with low deductible & copay
• Life insurance
• Short and long-term disability
• Paid Parental Leave
• 401(k) + match
• Employee Stock Purchase Plan
• Generous Paid Time Off - accrued based on years of service
• WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service
• 10 paid company holidays
• Tuition reimbursement
• Flexible Spending Account
• Employee Assistance Program
• Summer Hours
• Sick time benefits - for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits.

COMPENSATION

The salary range for this position is $89,254K - $110K. Specific offers take into account a candidate's education, experience and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.

EEO STATEMENT

Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please here.

APPLICATION DEADLINE

We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.