Sr. Client Success Manager

The Client Success Manager is a client-centric, highly consultative role responsible for building and fostering relationships with a variety of hiring authorities within a client. The incumbent will commit to understanding our exclusive client’s culture and business processes to exceed expectations by delivering superior service, meeting staffing demands, contract SLAs, and KPIs. The Sr. Client Success Manager serves as the liaison between clients and manages the day-to-day operations with clients. This role develops existing clients by generating new business and educating clients on all service offerings. This role works closely with clients’ hiring authorities and internal teams across the enterprise.

What you'll be doing

• Monitor and manage team
  • KPI’s (e.g., time to fill, Starts, extensions, TOA, internal fill, fill rate, etc.) for MSP delivery
  • Lead assigned team members and manage associated work processes
  • Establish performance standards and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct annual performance appraisals
  • Execute supervisory responsibilities in accordance with the organization’s policies and procedures
• Effectively manage a minimum of 450 TOA with supervision of Client Success Managers and Associates
• Cultivate and maintain valuable relationships with current clients, vendor partners, and internal team members to deliver superior service for our clients
• Develop knowledge of VMS technology for management and client configurations, staffing processes, candidate onboarding and general customer leadership of the VMS to internal and external customers.
• Drive efficiencies and act with a sense of urgency to expedite placement activities
• Drive opportunities to expand service lines: clinical interviewing, CAP, Stogo, International RNs, strike coverage, Locums, etc.
• Engage in proactive rate management and pricing consultation to ensure quality candidate submissions, and if necessary, negotiate rates based on market conditions
• Maintain communication with suppliers on status of open contracts, decline reasoning, and extensions
• Maintain proactive requisition management and forecasting with clients to anticipate and drive placement process while meeting/exceeding service delivery and satisfaction for our clients
• Maintain, build, and grow relationships with respective supplier partners to positively impact fill ratios, time to fill and quality placements by clearly communicating all job requirements and expectations in accordance with client requirements
• Manage assigned remote-based client relationship team members, including but not limited to, hiring, training, assigning and evaluating work, coaching and developing, and reviewing performance
• Manage the creation and distribution of a variety of reports, including but not limited to, periodic activity reports, performance reports, and customer satisfaction survey results
• Travel as needed to expand client relationships and client success team initiatives
• Provide coverage for team members as needed

Uphold our Core Values

• We Build Trust: We do what we say. We act with integrity and accountability. We earn confidence through transparency and results.
• We Move Forward: We embrace innovation and continuous improvement. We challenge the status quo. We adapt and grow to meet the needs of tomorrow.
• We Lead with Care: We put people first. We build meaningful relationships. We improve lives through empathy, respect, and service.

Other duties as assigned

What we're looking for

• High school diploma or equivalent
• Demonstrated proficiency managing accounts (i.e., resolving escalations, managing requisitions, driving performance, KPIs, and service levels) in staffing, MSP, and/or healthcare (hospital acute care, preferred); typically acquired within three (3) years in a similar role
• Knowledge of healthcare, medical terminology and/or healthcare services
• Proven experience developing relationships with varying levels of leadership in complex accounts
• Familiarity with vendor management systems (VMS)
• Ability to adapt and cope with high stress and pressure in a fast-paced environment
• Skill in building relationships and developing strong business partnerships
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills
• Proven experience in Microsoft Office applications (Word, Outlook, Excel) and Internet
• Ability to travel up to 25% of the time as necessary for client or other business meetings

Will accept any suitable combination of education, training, and experience

Compensation and Benefits

~$75,000 – $90,000k per year depending on experience, plus a variable bonus plan

Benefits (Start Day 1!):

• Medical, Dental, Vision
• Life, and Long-Term Disability, Short-Term Disability
• Accident, Critical Illness
• Legal Assistance, Identity Protection, Pet Coverage
• Retirement Plan with Employer Match
• Generous vacation plan + 8.5 paid holidays