Remote-First Client Success Portfolio Lead

Included Health, Inc.; Northern (KY); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Commission

Equity

Remote-first culture

401(k) savings plan

Medical, vision, and dental coverage

PTO/DTO

12 weeks parental leave

Fertility coverage

WFH reimbursement

Job summary

Included Health is seeking a Client Success Portfolio Manager to support a large portfolio of complex clients, drive retention and growth, and deliver measurable business outcomes. The role reports to the AVP, Client Success and works across TCO to advance Client Service Delivery Excellence.

This remote-friendly role is solution focused, aims to scale operations, and leads cross-functional workstreams to improve the client and member experience across our healthcare platform.

Qualifications

• B2B Healthcare: 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
• Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives.
• Results: Ability to work cross-functionally to deliver results.
• Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
• Data Driven: Analyze and interpret data deriving insights that support value delivery for clients.
• Change Agent: Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
• Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.
• Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.
• Travel: Ability to travel up to 25%

Responsibilities

• Client Support - 70% of time: Accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP to consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
• Responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on LoA.
• Works collaboratively to progress retention and upsell work across their portfolio.
• Builds materials and generates insights to support client meetings, including business reviews, strategy sessions, etc. with accountability for scaling the team, reducing repetitive tasks managed by CS Principals and allowing them to focus more of their efforts on client facing work.
• TCO Performance Optimization - 30% of time: Leads Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
• Develops project plans, proposals, and reports on progress, builds and delivers regular reports and presentations in support of Client Service Delivery initiatives.
• Develops clear, actionable content for the Client Organization team to support consistent execution of tasks across the client lifecycle and in alignment with TCO CSD initiatives.
• Works cross-functionally leading workgroups, where appropriate, in service to TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
• Serves as the proxy for their CS portfolio and their CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work. Accountable for gathering input from their team, sharing that input in workgroups focused on advancing CSD initiatives and keeping their AVP and team updated on priorities, focus, progress, barriers and timelines.

Skills

B2B Healthcare

Communication

Results

Accountable

Data Driven

Change Agent

Passion

Growth Mindset

Travel

Job description

Included Health is seeking a Client Success Portfolio Manager to support a large portfolio of complex clients, drive retention and growth, and deliver measurable business outcomes. The role reports to the AVP, Client Success and works across TCO to advance Client Service Delivery Excellence.

This remote-friendly role is solution focused, aims to scale operations, and leads cross-functional workstreams to improve the client and member experience across our healthcare platform.