Client Success Manager, Employer Direct Healthcare

• The ideal candidate will possess excellent client management and relationship-building skills
• They will be adept at managing multiple workflows in a fast-paced environment, taking initiative and demonstrating ownership, thriving in a collaborative culture, and embracing and navigating ambiguity
• Bachelor's degree or equivalent
• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup
• Willingness to travel up to 20%
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus
• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear
• You thrive in a Team Environment. Collaboration is key in innovation and creating change

Desirable

• The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of Enterprise & Strategic market clients (10K employees), both existing and new, ensuring their success and satisfaction with our products and services
• As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions
• You will develop and execute account plans, deliver business reviews, and drive overall client satisfaction, resulting in client retention, growth, and advocacy
• A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team
• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management and prioritization skills
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies
• Collaborate cross-functionally within a team environment, ensuring seamless coordination and alignment across departments
• Ensure company and client objectives, expectations, and goals are met
• Support Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities
• Maintain accurate data input and hygiene in the client relationship management system for all assigned clients
• Take appropriate and timely steps to resolve service issues