[Hiring] Senior Client Success Manager @RethinkFirst

Role Description

The Senior Client Success Manager (CSM) role provides support to the Client Success Team (CST) by working with a portfolio of strategic clients and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring client satisfaction and retention of Rethink’s book of larger clients/business.

• Primary responsibility in the day-to-day management of client needs and expectations.
• Partnership with peers within the CS Team and interdepartmental collaboration.
• Facilitates the overall positive value Rethink’s products and services provide to our clients.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and C-suite individuals.
• Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team.
• Ability to manage complex situations to appropriate resolution.
• Strong customer service and communication skills.
• Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred.
• Ability to analyze and process data and present it back to clients, showing impact of the program.

Requirements

• Builds and maintains relationships with key HR decision makers and business leaders at the customer's organization.
• Puts forward strategies and recommendations around driving engagement for members on behalf of the client.
• Actively monitors and proactively identifies trends in customer/member utilization of our tools and services.
• Responds to complex inquiries and solves non-routine problems using independent discretion.
• Facilitates with product, operations, consulting BCBA, and other internal areas for resolution of client inquiries and issues.
• Collaborates with third-party vendors and partners on behalf of the client.
• Facilitates and leads in standard client processes such as monthly meetings and quarterly or annual strategy sessions.
• Clearly communicate with Rethink leadership on client status and suggestions on how to increase engagement.
• Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities.
• Strong understanding of mental wellbeing market, needs, and challenges.

Benefits

• Generous health, dental, & vision benefits package.
• Flexible paid time off.
• 11 paid company holidays.
• 401k + matching.
• Parental leave.
• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace.