Client Success Manager - East - Remote

POSITION SUMMARY:

Welcome to Clearway Health - a recognized Great Place To Work® and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed - and where they want to grow and make a difference. At Clearway Health, diversity, equity, inclusion and belonging is an essential part of our business and workplace culture. We offer a wide range of benefits, perks, and wellness programs in addition to continuous learning opportunities to help you grow. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support, and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems, and the communities they care for to accelerate their specialty pharmacy programs.

Clearway Health is seeking a proven Client Success Manager. The Client Success Manager is responsible for proactively engaging, nurturing and maximizing success for our clients and Clearway Health. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of our partnership and that they realize continued value from our services. The Client Success Manager will lead a broad range of tasks such as maintaining ongoing client relationships and networking, implementing success programs, providing insights on client-to-business interactions and managing client requests and incidents to continuously improve the client experience.

Successful candidates must be social, analytical, possess an aptitude for learning and a passion for service, and be able to communicate clearly and effectively. The ideal Client Success Manager should engage with clients, maximize value, and create strategies to strengthen Clearway Health's client organization.

Position: Client Success Manager - EAST

Department: Clearway Health

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Continuously collaborate with Clearway Health's client partners to lead the client engagement strategy and Clearway Health's partnership, acting as the primary representative for Clearway Health and the link between their strategy, our client services team and Clearway Health
• Manage escalations for client requests and incidents, act as liaison between Clearway Health departments and the client, ensure resolution and recommend process improvement
• Lead partnership reviews and present client progress compared to goals during quarterly reviews
• Collaborate with the client services team to build and distribute reports and dashboards on an established cadence
• Funnel customer feedback and recommend the most efficient improvements to Clearway Health's cross-functional teams to ensure an end-to-end exceptional client experience
• Lead revenue review meetings with key client and Clearway Health stakeholders. Use your strategic skills for account growth, knowledge of Clearway Health's services and programs to build a revenue-generation strategy
• Understand the client's changing needs and analyze data to improve the client experience
• Mobilize internal Clearway Health teams to meet clients' goals and overcome obstacles to deliver an exceptional client experience
• Be the client's voice at Clearway Health through a continuous feedback loop process
• The CSM will ensure satisfaction and retention of all clients..
• Oversee corporate business functions, including invoice and accounts receivable management as a liaison between the Clearway Health finance team and the client
• Ensure clients' strategic roadmaps are aligned with the clients' desired outcomes, improve overall client experience and bring added value
• CSMs will support and enroll their clients or ensure participation in our reference program.
• Manage the contract renewal and amendment process for each client in partnership with the Client Services team

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor's degree required in business, public relations, marketing, healthcare-related science or a related field.

EXPERIENCE:

• Minimum of 3-5 years in client-facing roles required. Experience in the field of client success, account management or the equivalent, in improving client satisfaction, adoption, retention & loyalty is required.

KNOWLEDGE AND SKILLS:

• Knowledge of client success processes
• Commitment to client service (internal and external)
• Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset)
• This position requires up to 20% travel to attend on-site client meetings and CHS-sanctioned events as needed
• Patient and active listener
• Proven experience in team management and ability to demonstrate collaborative leadership across teams
• Self-starter, high level of initiative, proven innovative and proactive thinker
• Ability to build relationships with clients at both the operational and executive levels
• Passion for service
• Exceptional communication, mitigation and leadership skills

Req id: 31140