Sr. Client Success Manager

Job Description:Job Summary:Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager. Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers.Essential Job Functions:Performance Monitoring :Oversee daily operations and performance of client success managersAct as main point of contact for CSMs to support client inquiries, concerns, and feedbackIdentify opportunities with CSMs to expand the client's use of serviceParticipate in creating of goals, and track progress throughout the year with teamEnsure team is staying on track to meeting goal for all implementationsManage portfolio requirements set by Director of CSMCoordinate 1:1 with CSMs to track and report on performance and key metrics within PortfolioIssue Resolution : Handle escalated internal/external complaints or complex issuesEnsure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path is being utilizedWork with internal teams to streamline process and develop strategies to prevent similar issues from arising in the futureParticipates in reporting for senior leadership on at risk status and remediationTraining and Development : Manager will be responsible for coaching, training, and developing team membersFacilitate team training sessions and support career developmentDevelops CSMs as future leaders in the organizationPerformance Monitoring : Oversee daily operations and performance of client success managersAct as main point of contact for CSMs to support client inquiries, concerns, and feedbackIdentify opportunities with CSMs to expand the client's use of serviceParticipate in creating of goals, and track progress throughout the year with teamEnsure team is staying on track to meeting goal for all implementationsManage portfolio requirements set by Director of CSMCoordinate 1:1 with CSMs to track and report on performance and key metrics within PortfolioProcess Improvement Identify opportunities to enhance processes and improve service efficiencyLook for recurring issues from clients/complaints to identify areas of improvement across the organization (products or services)Work with CSM and cross collaborate with internal teams to address where improvement is needed based on internal or client feedbackClient Management Manages a high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAsResponsible for reporting financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancementsResponsible for maximizing existing services to their full value and search for opportunities to augment portfolio with new/add-on servicesUses technical and business development skills to increase client's utilization of current technologyResponsible for tracking, analyzing, creating, and delivering relevant reports and insightsEffectively manages unplanned and ongoing projects/client deliverables on time, and within budgetParticipate in collaborating with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely mannerBuilds and enhances positive working relationships with key clients and internal stakeholders.Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.Effectively manage client requests for program changes that may impact Sharecare's ability to efficiently deliver servicesResponsible for creating client profile, Quarterly Business Reviews and gathering Voice of theCustomer (VOC) through NPS (Net Promoter Score) and quarterly health checks.Responsible for tracking add-on opportunities in Salesforce along with updated financial information.Participate in client strategy and revenue goals for coming yearParticipate in strategic planning for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfactionParticipate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to beUtilizes and keeps Salesforce up to date and accurate regarding assigned accountsReporting Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annuallyReview and analyze reports for accuracy and outcomes needed to satisfy the clientConsistent, accurate and timely Salesforce usageImplementation and Service Delivery Collaborate with implementation team for effective implementation and service delivery of new accounts. This also includes addition of services for Child accountsImprove and maintain the implementation process and ensure consistency and success of implementationsEnsure implementation activities are achieved on schedule and as requiredQualifications: Bachelor's degree required. Master's Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial servicesAt least 5-7 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the businessExperience with cloud SaaS based solutions or web applicationsStrong communication skills and the ability to speak and write professionally to clients.Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferredDemonstrated consultative sales and client relationship management abilitiesExcellent time management, organization, and planning skills are essentialAble to set priorities, influence others, and manage customer expectationsDemonstrated success in customer relationship managementAble to effectively prioritize and multi-task under tight deadlinesExperience using standard MS Office toolsStrong interpersonal and quantitative skillsAbility to take initiative and exercise independent judgment, decision making and problem-solving expertiseStrong understanding of business SaaS business strategiesAbility to travel as business needs requireInformation Governance Accountabilities: A high-level understanding of the organization's information governance program and role-specific accountabilitiesA thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization's data and informationCommitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services providedin education as required for corporate compliance and role-specific functions and tasksHIPAA/Compliance: Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes.Comply with all regulations regarding corporate integrity and security obligationsReport unethical, fraudulent or unlawful behavior or activityMaintain current and yearly HIPAA certification.Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.