Client Success Manager

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. We offer a wide range of benefits, perks and wellness programs in addition to continuous learning opportunities to help you grow. At Clearway Health, diversity, equity, inclusion and belonging are an essential part of our business and workplace culture. 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.  At Clearway Health, we take great pride in our High Five! Values to provide best in class experiences for our employees, our clients and their patients. We welcome you to follow us on LinkedIn where you can also learn more about our company, culture, people, and careers.

POSITION SUMMARY:

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.

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
• Be the client’s voice at Clearway Health through a continuous feedback loop process
• 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
• Lead partnership reviews and present client progress compared to goals during quarterly reviews
• 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
• Ensure clients’ strategic roadmaps are aligned with the clients’ desired outcomes, improve overall client experience, and bring added value
• The CSM will ensure satisfaction and retention of all clients
• CSMs will support and enroll their clients or ensure participation in our reference program.
• Mobilize internal Clearway Health teams to meet clients’ goals and overcome obstacles to deliver an exceptional client experience
• Manage the contract renewal and amendment process for each client in partnership with the Client Services team
• Manage escalations for client requests and incidents, act as liaison between Clearway Health departments and the client, ensure resolution and recommend process improvement
• Understand the client’s changing needs and analyze data to improve the client experience
• Collaborate with the client services team to build and distribute reports and dashboards on an established cadence
• Oversee corporate business functions, including invoice and accounts receivable management as a liaison between the Clearway Health finance team and the client

EDUCATION:

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

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

N/A

EXPERIENCE:

A 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:

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

SPECIAL WORKING CONDITIONS (ON-CALL, TRAVEL, SHIFT, COVERAGE):

N/A

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. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.