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

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