[Hiring] Customer Success Manager @Vatica Health

Role Description

The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices.

Responsibilities

• Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery.
• Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents.
• Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners.
• Build PowerPoint decks for client presentations (QBR’s, kick-offs, status meetings).
• Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution.
• Deliver successful client partnerships that result in high client satisfaction, retention, and growth.
• Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats).
• Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners.
• Deliver and ensure client training on Vatica Health tools, processes, and reports.
• Support operational and financial plans and maintain actuals and forecasts.
• Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement.
• Design and develop best practices in client engagement and implementation to deliver industry-leading client experience.

Qualifications

• 4+ years in a healthcare client-facing role with progressive experience.
• 4+ years leading complex projects.
• Healthcare experience required; required experience in Risk Adjustment, Quality of Care.
• Strong project performance analysis and strategic PowerPoint deck building skills.
• Outstanding customer service skills.
• Experience organizing, analyzing, and presenting data.
• Strong ability to learn at a fast pace, apply knowledge and be consultative.
• Strong computer (including Microsoft Office), grammar, and multi-tasking skills.
• Strong attention to detail, time management, and decision-making skills.
• Ability to work with significant independence and minimal supervision.
• Ability to travel during the week.

Benefits

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar.
• Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded.
• 401k plans – we want to empower you to prepare for your future.
• Room for growth and advancement – we love our employees and want to develop within.
• Comprehensive Medical, Dental, and Vision insurance plans.
• Tax-free Dependent Care Account.
• Life insurance, short-term, and long-term disability.
• Excellent PTO policy (everyone deserves a vacation now and then).
• Great work-life balance environment – We believe family comes first!
• Strong supportive teams – There is always a helping hand when you need it.