Client Success Manager, Labor & Multi Employer Funds

📋 Description

• • Manage a portfolio of labor funds, unions, and multi-employer health plans as the primary point of contact and trusted advisor for customer stakeholders.
• • Lead strategic business reviews focused on customer engagement, health outcomes, ROI, and long-term value delivery for public-sector clients.
• • Build and maintain relationships with fund administrators, consultants, trustees, and labor leadership within complex public-sector organizations.
• • Partner cross-functionally with internal teams to resolve customer challenges, drive product adoption, and ensure successful program outcomes.
• • Identify retention risks and growth opportunities within assigned accounts, developing strategies to strengthen partnerships and expand engagement.
• • Navigate unique public-sector dynamics including multi-stakeholder decision-making, procurement processes, and budget cycles.
• • Develop a deep understanding of Virta’s technology-enabled virtual care model, personalized nutrition programs, and customer success strategy within the first 90 days.
• • Participate actively in customer meetings, trustee discussions, and business reviews to represent Virta’s mission and track progress toward health outcomes.
• • Independently manage assigned customer portfolio by the end of the 90-day onboarding period.
• • Apply proactive use of AI tools to enhance efficiency, improve output quality, and streamline customer success workflows.
• • Ensure strict compliance with HIPAA regulations when handling sensitive patient information, adhering to Virta’s security and privacy procedures.
• • Operate within a remote-first environment with team members across the U.S., collaborating asynchronously and synchronously to support public-sector clients.
• • Align daily work with Virta’s values: putting people first, taking ownership, prioritizing impact over busy work, maintaining humility, promoting transparency, relying on evidence-based decisions, and embracing rapid iteration.
• • Support population health initiatives by driving measurable improvements in metabolic health outcomes among employees covered by labor and multi-employer health plans.
• • Serve as a strategic liaison between public-sector customers and Virta’s product, clinical, and operations teams to ensure customer needs inform product evolution.
• • Maintain accurate customer records and insights within CRM systems to guide relationship strategy and forecast retention and expansion opportunities.
• • Contribute to the continuous improvement of customer success processes by sharing feedback from public-sector clients across the organization.
• • Represent Virta at industry events, stakeholder meetings, and partner forums to reinforce brand credibility and mission alignment in the public health space.