The Client Success Portfolio Manager is an individual contributor responsible for supporting the retention and growth of a large portfolio of complex clients. Reporting to the AVP, Client Success, and working across The Client Organization (TCO) this person also has a matrixed manager reporting relationship to the Senior Director of Performance Optimization to advance Client Service Delivery Excellence. They are solution focused and adept at finding efficiencies to help the team scale. They are an expert in Client Success best practices as well as Included Health offerings.
Responsibilities
- You will be accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP.
- You will consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
- You will be responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on leaves of absence.
- You will work collaboratively to progress retention and upsell work across our portfolio.
- You will customize client-specific reporting and marketing materials and generate insights to support client meetings including business reviews, strategy sessions, open enrollment, etc.
- You will have responsibility for unifying and scaling client-facing resources across the team, reducing repetitive tasks managed by CS Principals and allowing them to focus on client relationship management: risk mitigation, expansion and retention.
- You will lead Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
- You will develop project plans, proposals, and reports on progress, while building and delivering regular reports and presentations in support of Client Service Delivery initiatives.
- You will develop clear, actionable content for TCO team to support consistent execution of tasks across the client lifecycle and in alignment with TCO Client Service Delivery initiatives.
- You will work cross-functionally leading workgroups in service of TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
- you will serve as the proxy for our CS portfolio and your CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work.
- You will be accountable for gathering input from the team, sharing that input in workgroups focused on advancing CSD initiatives and keeping your AVP and team updated on priorities, progress, barriers and timelines.
Qualifications
- 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
- Proven presentation skills and the ability to articulate a compelling value proposition, that delivers insights.
- Proven ability in managing difficult conversations with executive stakeholders.
- Proven experience in being accountable for decisions, actions, and processes needed to support long term client relationships.
- Proven experience analyzing and interpreting data and delivering insights that support value delivery for clients.
- Ability to travel up to 25%.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $85,320 – $110,910 + equity + benefits
Zone B: $93,852 – $122,618 + equity + benefits
Zone C: $102,384 – $133,092 + equity + benefits
Zone D: $110,916 – $144,183 + equity + benefits
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