Client Success Manager
📍 Remote | 🕒 Full-Time | 💼 Exempt
Role Summary
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 AND DELIVERING SUPERIOR SERVICE. THE INCUMBENT WILL
COMMIT TO UNDERSTANDING OUR EXCLUSIVE CLIENT’S CULTURE AND BUSINESS PROCESSES TO
EXCEED EXPECTATIONS WHILE MEETING STAFFING DEMANDS, CONTRACT SLAS, AND KPIS.
THE CLIENT SUCCESS MANAGER SERVES AS THE LIAISON BETWEEN CLIENTS AND PROVIDERS
AND SUPPORTS THE DAY-TO-DAY RELATIONS WITH CLIENTS. THIS ROLE MUST BUILD, GROW,
AND MAINTAIN RELATIONSHIPS WITH KEY DECISION MAKERS WITHIN CLIENT FACILITIES BY
ACHIEVING THE GOALS AS COMMUNICATED BY THE LEADERSHIP TEAM.
Works Closely With
Client's hiring authorities and internal teams across the enterprise.
Here's 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
Effectively manage a minimum of 300 TOA (2 Client Success 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 support 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
Own Your Relationships – Be someone others can count on
Own the Outcome – Deliver results through accountability and follow-through
Obsess Over the Experience – Make every interaction meaningful
Act with Integrity & Respect – Do what’s right, always
Other duties as assigned
Supervisory Responsibilities
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
Here's what we are looking for:
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 travel up to 10% of the time as necessary for client or other
business meetings
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
Will accept any suitable combination of education, training, and experience
Preferred Qualifications
Healthcare industry experience
College degree
Knowledge of hospital systems, medical terminology and/or healthcare services
Comp & Benefits
$68,000-$72,000 depending on experience; eligible for variable bonus
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