Senior Client Services Senior Manager, Maven Clinic

• 5+ years of experience in account management or client services role in digital health, healthcare, benefits or SaaS companies
• Experience working with stakeholders outside of the U.S
• Ability to prioritize and manage multiple tasks; strong track record of high client satisfaction ratings and proven renewal success
• Strong operational skills including project management, business requirements gathering, and relationship management
• Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong interpersonal skills; must be able to develop and grow relationships with clients
• Strong analytical and problem solving skills; ability to understand data and present information to clients
• Track record of high client satisfaction ratings and proven renewal success
• Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, upsells, and account management)

Desirable

• Support a portfolio of large global employer clients and be the face of Maven for all client-related needs
• Serve as the primary point of contact for regional client stakeholders outside of the US throughout the client lifecycle (implementation, launch and ongoing relationship)
• Lead end-to-end implementation of assigned strategic clients to help ensure seamless program launches and strong enrollment
• Own renewals, upsells and support expansion opportunities for assigned clients
• Own communications to meet mutually agreed upon goals, including but not limited to quarterly business reviews, external client meetings/events and other project plans; be prompt, responsive, and professional in all client-facing communications and interactions
• Provide member performance and program metrics on an ongoing basis to your client teams as part of regular meeting touchpoints throughout the year
• Support new logo sales for globally based organizations, when needed
• Represent Maven at regional industry and client-sponsored events, when needed
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Leverage data and analytics to expand and optimize programs
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Manage client issues and escalations, collaborate with cross-functional teams such as member support, program operations, data analytics, product, and sales as required
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc
• Serve as the voice of the client internally by bringing global insights to enhance product development and program marketing efforts