Overview:
About the Role
As a leader on the Client Success team, you’ll be responsible for the performance of your team’s book-of-business aligned with our Anthem national partnership, in addition to the management and development of our high performing Client Success Managers.
The ideal candidate will have 6+ years experience in enterprise account management and managing teams of 6+ in the employee benefits and digital health space. Startup experience is a plus, but not a must. They are able to successfully manage and develop their team, and are also willing to roll up their sleeves to help navigate the complexities of day-to-day account management.
What You'll Accomplish
- Team Leadership: Lead a team of high performing CSMs ensuring all KPIs are met and act as an Executive Sponsor to support retention goals and drive client engagement and advocacy. Implement improvements to our team processes to ensure success in a fast growing environment.
- Long-term client management. Maintain strong client retention with high satisfaction across your team’s book of business. Collaborate with your team to navigate strategic/complex clients to achieve success.
- Driving revenue. Partner with Enrollment Marketing to develop and deploy communication plans aimed at achieving enrollment goals for your clients.
- Product Expansion. Ensure high adoption of new products and services within your team’s book of business.
- Customer Advocacy. Lead initiatives with your team to turn clients into advocates. Partner with Sales and Marketing teams to fulfill sales references and Marketing/PR requests
Hinge Health Hybrid Model
We believe that remote work and in-person work have their own advantages and disadvantages, and we want to be able to leverage the best of both worlds. Employees in hybrid roles are required to be in the office 3 days/week.
Qualificatons:
Basic Qualifications
- Relationship-building: Authentically builds relationships with others at all levels, including clients, partners, and internal colleagues. Builds relationships as a trusted & respected thought-partner, not just as a vendor. Challenges the customer’s thinking through insight.
- Product knowledge: Demonstrates subject matter expertise on our product and processes, with an ability to quickly learn new ones. Able to confidently address escalations and provide timely resolutions to both external and internal stakeholders. Must be able to seamlessly articulate Hinge Health’s value to our clients and strategic partners; understand and articulate data-driven models to support renewals and deliver reporting results that exceed the expectations of our clients.
- Strategic influence: Able to effectively navigate the complexities of their team’s book of business with clients in multiple stages of their lifecycle. Ask the right questions to understand the client's objectives and be able to tailor their approach accordingly.
- Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids.
- Think long-term: Does not sacrifice long-term value for short term results.
- Create trust: Always acting in the best interest of our members, clients and the company. Able to get buy-in from internal/external stakeholders to balance resource allocation with maintaining high client satisfaction.
- Make results happen: Measure performance by results and impact, not actions or good intentions. Strong business acumen and problem-solving skills. Put maximum resources behind the highest leverage initiatives that will really move the needle. Leverages reports & metrics to stay on top of their team’s book of business.
- Lead at all levels: Proven track record of effectively hiring, managing, and developing CSMs in support of team goals and their professional development. Excel at high level strategy and value the intuition that comes from spending time in the details. Ability to motivate and inspire a team in a fast growing and changing environment.
Preferred Qualifications
- Experience at a high-growth company and understand the associated challenges with a start-up work environment
- Experience working with Anthem or other national health plans and PBMs
Compensation
This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below:
Tier 2: CA, CT, Boston Radius, Chicago Radius, DC Radius, Houston Radius: $161,900 - $242,900
Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NV, NC, OR, PA: $147,800 - $221,800
Tier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY: $133,800 - $200,600
Company Information:
US & Canada
About Hinge Health
Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon.
Learn more at http://www.hingehealth.com
What You'll Love About Us
- Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
- Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
- Modern life stipends: Manage your own learning and development
Diversity and Inclusion
We’re committed to building diverse teams that reflect the communities we serve. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us.
Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
