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 may also be accountable for project management support of existing accounts or implementation management of new accounts or expansions within current accounts. 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.ResponsibilitiesServe as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation deliveryIdentify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documentsDevelop 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 partnersBuild power point 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 resolutionDeliver successful client partnerships that result in high client satisfaction, retention, and growthForecast 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 partnersDeliver and ensure client training on Vatica Health tools, processes, and reportsSupport operational and financial plans and maintain actuals and forecastsServe as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvementDesign and develop best practices in client engagement and implementation to deliver industry-leading client experienceRequirements4+ years in a healthcare client facing role with progressive experience4+ years leading complex projectsHealthcare experience required; required experience in Risk Adjustment, Quality of CareStrong project performance analysis and strategic power point deck building skillsOutstanding customer service skillsExperience organizing, analyzing and presenting dataStrong ability to learn at a fast pace, apply knowledge and be consultative.Strong computer (including Microsoft Office), grammar and multi-tasking skillsStrong attention to detail, time management, and decision-making skillsAbility to work with significant independence and minimal supervisionAbility to travel during the weekBenefitsWORKING AT VATICA HEALTH ADVANTAGESProsperityCompetitive salary based on your experience and skills – we believe the top talent deserves the top dollarBonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded401k plans– we want to empower you to prepare for your futureRoom for growth and advancement- we love our employees and want to develop withinGood HealthComprehensive Medical, Dental, and Vision insurance plansTax-free Dependent Care AccountLife insurance, short-term, and long-term disabilityHappinessExcellent 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 itThe salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $85,000 to $120,000(annualized USD). However, this estimate represents just one aspect of our total compensation package offered.
