Client Success Manager, Maven Clinic

• 3-5 years of experience in account management or client services role in digital health, healthcare company, channel partnerships, benefits or SaaS companies
• Strong passion for healthcare and influencing organizational change
• Ability to prioritize and manage multiple tasks; track record of high client satisfaction ratings and proven renewal success
• Ability to develop and grow relationships with clients, including VP and C-level executives
• Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
• 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 ( adoption, product training,, and account management)

Desirable

• Maven is looking for a highly motivated and professional Client Success Manager to join our Client Success team, with a specific focus on supporting employer accounts introduced through Maven’s channel partnerships
• This person will be on the front lines as a trusted advisor to our clients and a key partner to our channel partnership teams
• You will act as a strategic adviser, project manager and product expert to help our clients improve the benefits they reap from working with Maven’s products and services
• Lead a portfolio of employer clients and be the face of Maven for all client-related needs
• Maintain high level of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores
• Collaborate with channel/payer partner client executives to manage broader strategic client relationships and unlock additional business opportunities within your portfolio
• Consult clients on ways to better support their working parents based on Maven’s industry expertise and program resources
• Convert clients into Maven advocates, leveraging their successes for references, case studies, blogs, etc
• Manage client issues and escalations, collaborating with partner teams such as member support, operations, analytics, product, and sales as required
• Provide strategic analysis of member engagement performance and program metrics
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans
• Serve as the voice of the client internally by bringing insights to enhance product development and program marketing efforts
• Leverage data and analytics to expand and optimize programs
• Own retention strategies, and support expansion opportunities for all assigned clients