Sr. Client Success Manager

📋 Description

• • Oversee daily operations and performance of Client Success Managers (CSMs), serving as the primary point of contact for team inquiries, concerns, and feedback
• • Identify and collaborate with CSMs to expand client usage of services and uncover upsell opportunities within existing client portfolios
• • Create, track, and report on team goals and implementation progress throughout the year, ensuring alignment with Director of CSM requirements
• • Manage a portfolio of high-level client relationships, ensuring strict adherence to all Service Level Agreements (SLAs)
• • Lead the resolution of escalated internal and external client complaints, ensuring proper escalation paths are followed and remediation plans are implemented
• • Collaborate with cross-functional teams to streamline processes, prevent recurring issues, and improve service efficiency based on client and internal feedback
• • Conduct quarterly business reviews and gather Voice of the Customer (VOC) insights via NPS and quarterly health checks to inform account strategy
• • Track, analyze, and deliver reports and insights on client utilization, financial standing, and service performance to drive product enhancement recommendations
• • Maintain accurate and up-to-date Salesforce records for assigned accounts, including add-on opportunities, financial updates, and client profile information
• • Participate in pre-renewal strategy meetings to address client issues, competitive threats, and retention opportunities
• • Collaborate with implementation teams to ensure successful onboarding of new accounts and addition of services to existing child accounts
• • Improve and standardize the implementation process to ensure consistency, timely delivery, and client satisfaction
• • Interpret data to make targeted recommendations for increasing client utilization of current technology and maximizing service value
• • Manage unplanned and ongoing client projects and deliverables on time and within budget
• • Build and sustain positive relationships with key clients and internal stakeholders to support account retention and growth
• • Take initiative to resolve problems, meet deadlines, and manage workflow assignments independently
• • Handle client requests for program changes that may impact service delivery efficiency
• • Collaborate with the reporting team to develop monthly, quarterly, and annual dashboards and reports, ensuring accuracy and client satisfaction
• • Maintain current HIPAA certification and ensure compliance with all corporate integrity, security, and privacy obligations regarding patient, employee, and volunteer information
• • Access confidential information only on a need-to-know basis for legitimate business purposes
• • Report unethical, fraudulent, or unlawful behavior in accordance with corporate compliance policies
• • Participate in required corporate compliance and information governance training as applicable to role-specific responsibilities
• • Travel as business needs require