105 applicants

Company

Personify Health · 1 day ago

Client Success Manager

United States

Full-time

Remote

Mid Level

$65K/yr - $80K/yr

3+ years exp

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Responsibilities

Lead the retention, growth, and onboarding efforts for a portfolio of clients, ensuring long-term success.

Monitor and fulfill client contractual obligations, proactively identifying and mitigating risks.

Maintain comprehensive knowledge of client goals and expectations to provide tailored recommendations and effective responses to inquiries.

Build and nurture strong relationships with clients, consultants, brokers, and influencers to drive program success and expansion.

Effectively communicate product roadmaps and engagement solutions with enthusiasm and clarity.

Conduct client reviews, analyze performance data, and develop strategic action plans to align with client objectives.

Advocate for clients within Virgin Pulse, collaborating with internal teams to deliver strategies that meet requirements and enhance offerings.

Stay informed on industry trends, competitors, and the wellness and health navigation landscape.

Troubleshoot and resolve client issues, escalating complex problems to management as needed.

Maintain and update internal client management tools (e.g., Gainsight, Salesforce, Confluence, Jira) for assigned accounts.

Design and execute tailored engagement plans based on client organizational needs and environments.

Collaborate with the Client Delivery Team to manage key operational processes, including eligibility specifications, data integration, and program information accuracy.

Provide clients with comprehensive communication plans, training, and ongoing support for program activities and materials.

Serve as a Subject Matter Expert (SME) for Virgin Pulse Analytics, training clients to maximize tool utilization.

Monitor program engagement, making data-driven adjustments to optimize outcomes.

Deliver reports on incentive delivery and program performance, addressing utilization-based services.

Contribute to special projects as assigned.

Partner with the Project Management Team to ensure successful new client implementations.

Develop and oversee year-round client program plans, maintaining focus on quality and timely delivery.

Manage day-to-day account activities, coordinating efforts with internal teams, including Client Delivery, Client Solutions, and Business Analysts.

Actively gather and act on client feedback to ensure program success and satisfaction.

Ensure all program components are delivered on time and meet quality standards.

Qualification

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Account ManagementClient ConsultationSalesforceGainsightMicrosoft OfficeHealthcare ExperienceCollaborative Skills

Required

Bachelor's degree, or equivalent, in related discipline

3+ years of direct account management work, which includes primary accountability of the overall account relationship with SMB and regional revenue clients

Background in consulting, wellness, health insurance, healthcare, navigation and/or related field

Excellent knowledge and skill using Microsoft Office suite

Strong interpersonal, presentation and writing skills

Strong organizational skills and detail orientation

Demonstrated ability to collaborate

Collaborative, fast-moving and comfortable with change

Self-directed and proven ability to work independently