[Hiring] Manager, Client Success @Labcorp

Role Description

Labcorp is seeking a remote Manager, Client Success to join our Gaps in Care team.

Schedule: Monday - Friday, EST

• Maintain and enhance client relationships with existing customers by creating strategies with emphasis on supporting client and internal business objectives.
• Identify expansion and portfolio performance improvement opportunities by understanding client strategic initiatives and solutioning for quality improvement and health outcomes.
• Accountable for client retention and satisfaction, understanding client needs, objectives, and pain points related to quality performance and gaps in care solutions.
• Operate as a consultative partner to enterprise clients, creating plans to successfully retain and grow our impact in alignment with client goals.
• Clear articulation of client goals to internal audiences, serving as the quarterback for the delivery on those goals.
• Proactive management of enterprise accounts and initiation of strategic discovery conversations to identify growth opportunities within assigned book of business.
• Collaborate cross-functionally to ensure successful service delivery of services.
• Demonstrate accountability with a clear understanding of contractual obligations, service level agreements, and key performance indicators to optimize client relationships and deliver exceptional service.
• Exhibit excellence and influence with a broad set of internal and external stakeholders to arrive at mutually agreeable solutions to complex problems. Own and drive recommendations to ensure success.
• Maintain internal reporting and documentation requirements in Salesforce and applicable areas.
• Successfully build and execute an annual retention plan. Provide timely and accurate forecasts of book of business revenue according to program, timeline and value.
• Lead training for other teams to educate on programs and provide market updates.
• Act with courage in providing recommendations to optimize ways of working together and outlining strategies to work smarter.

Qualifications

• Bachelor’s degree
• 7 years’ experience of customer-facing experience, in a role such as customer success, account management, customer support and/or sales managing complex health plan customers and successfully growing and retaining accounts.

Requirements

• Strong understanding of quality performance programs including HEDIS, Medicare Stars, NCQA, and other quality ratings systems.
• Experience using Salesforce tools such as Salesforce.com.
• Ability to prioritize and manage multiple tasks, creatively solve problems, and escalate obstacles as needed.
• Strong executive presence with excellent written and verbal presentation skills.
• Strong interpersonal skills with the ability to form relationships with decision makers and influencers at all levels within the organization.
• Analytical and problem-solving skills to influence, negotiate and close deals successfully while maintaining a high level of customer satisfaction and retention.
• Serve as a team resource and thought leader for developing creative solutions internally and externally.
• Skilled individual contributor and collaborator who works to win as a team through inclusion and bring continued improvements within the organization.
• Ad hoc travel as needed, up to 20% of the time.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.