The Client Success Manager is the lead relationship manager for Company Nurse powered by Lintelio, responsible for ensuring that strategic Client needs are identified and addressed, ensuring a high level of client satisfaction by being proactive toward achieving Client results as a strategic partner. The CSM role includes identifying benchmarks and goals, providing continuous improvement plans, and stewardship.
The Awesome Work You’ll Be Doing
• Serve as a trusted advisor and main point of contact for identifying and resolving complex Client challenges.
• Provide best-in-class Client service by proactively providing strategic insights.
• Demonstrate a clear understanding of the Client’s core structure and business needs and effectively implement plans to meet/exceed those needs.
• Demonstrate understanding of Client requirements as well as the ability to articulate such to internal partners for successful implementation.
• Work with Client to target program goals and objectives, e.g. claims volume and cost reduction, ER usage, and reporting lag reduction.
• Provide marketing communication guidance to the Client as a means to increase program results.
• Participate in strategic discussions pertaining to the Company’s goals for profitability and retention of Clients.
• Utilizes Injury Summary Report and BI Analytics as consultative tools for guiding and recommending ways to improve results.
• Provide detailed stewardship and program performance reviews with the Client at designated intervals.
• Monitor key performance metrics in order to provide and implement improvement plans.
• Demonstrate ability to build trust, collaboration, and support across the organization through open communication to drive results and achieve success.
• Communicate effectively with the assigned Client Operations Specialist to mutually manage the Client program.
• Proactively seek additional opportunities for business development and program expansion.
• Present partner service opportunities were beneficial to the Client.
• Support Sales team efforts and provide feedback to Sales as needed.
• Support/participate in continuous process improvement activities as required.
• Provide Client coverage for other CSMs as needed.
Requirements
What we need from you
• Bachelor’s degree or minimum of five (5) years' experience in Sales, Business Development, or Client Management role or a minimum of three (3) years' experience working as a Client Operations Specialist
• Strong communication skills, written and spoken, high emotional intelligence with strong critical thinking skills
• Organized, detail-oriented, and flexible to work in a fast-paced environment with changing priorities
• Fluent written and oral English skills
• Experience working in a team environment
• Experience working in healthcare, or insurance preferred
Preferred Qualifications
• Experience working in healthcare, or insurance preferred
The environment you work in
When applicable and appropriate, consideration will be given to reasonable accommodation.
• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; adaptability to change; and ability to meet deadlines
• Physical: Manual and finger dexterity and eye-hand coordination to provide accurate data entry and software navigation for the entire duration of work shift; extensive computer keyboard for extended periods of time; ability to sit for extended periods of time; travel is minimal
• Auditory/Visual/Communication: Hearing, visual, and speaking clearly
States we Hire in: AZ, CO, NV, TX, OR, TN, FL, NC, and VA