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Included Health · 19 hours ago

Senior Client Success Manager, Health Plans

United States

Full-time

Remote

Mid, Senior Level

$114K/yr - $193K/yr

7+ years exp

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. The Senior Client Success Manager, Health Plans role is responsible for achieving retention, upsell, and NPS targets for their portfolio of customers while cultivating client relationships and serving as a trusted advisor.

Health CareHospitalMedicalmHealth

Responsibilities

Portfolio Management: You will manage a portfolio of large, complex clients with revenue under management of 5m+ ARR, reselling the value of IH services and solutions while seeking opportunities to deepen the partnership

Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH

Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan (RUP) for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments

Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments

Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship

Business Reviews: You will deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals

Relationship: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment

Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities

Renewal Management: You will negotiate price increase at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms

Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH

CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations

CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will participate in special projects to improve effectiveness of CS, and client and member experience as needed

Qualification

Client success experienceHealth Plan knowledgeExecutive communicationData analysisSolution focusedOptimistic problem solverLifelong learner

Required

7+ years client success experience serving Health Plan clients

Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related

Deep understanding of the Health Plan client landscape, key stakeholders and decision makers

Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations

Ability to work internally across functions to achieve client contractual commitments and results

Proven ability analyzing and interpreting data - deriving insights that support value delivery for clients

Solution focused, curious, lifelong learner, optimistic problem solver

Travel up to 25%

Capability to remain seated in a stationary position for prolonged periods

Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment

Benefits

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work