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SalaryDepartment:
Manager:
Client Experience Manager
IT
Director of Quality Assurance Operations
Position Summary
Location: Remote
The Client Experience Manager (CEM) partners with clients to deliver maximum value. They are payment integrity and Pareo experts who guide clients in the optimal use of Pareo to achieve their business goals. They build strong relationships with key stakeholders at multiple organizational levels and advocate for the client internally, partnering with other ClarisHealth teams to deliver client priorities. The CEM is proactive, process-oriented, and passionate about helping clients and building lasting relationships. The ideal candidate understands the software development and implementation process, is a data-driven analytical thinker, and dives in without hesitation when they see something that needs to be done
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Demonstrate expertise of Pareo platform and client business processes
- Coordinate with ClarisHealth Client Engagement counterpart to create a tailored plan for each assigned client to achieve key client goals
- Review client success metrics weekly and provide proactive intervention to deliver successful client outcomes
- Recommend processes and controls to increase client effectiveness
- Lead client meetings to discuss progress towards strategic goals, opportunities for improved client outcomes, updates on client initiatives and outstanding issues, etc.
- Coordinate with other ClarisHealth team members to facilitate timely resolution of client issues
- Conduct remote observation sessions with end users to get feedback on better refined use cases for the application
- Efficiently and effectively respond to customer communications
- Troubleshoot reported bugs and errors, thoroughly communicating the client issue to aid in timely resolution
- Monitor post implementation projects involving existing clients (vendor onboarding, implementation of new audit types, workflows, data, etc.)
- Coordinate product training with payers and suppliers as needed
Minimum Qualifications
- Solid business acumen, experience with SaaS model is preferred
- Strong verbal and written communication skills
- Exceptional interpersonal, sales, and customer service skills
- Continuous improvement mindset and willingness to learn new skills
- Solid organizational skills, follow-through, and attention to detail
- Excellent time management skills with a proven ability to meet deadlines, prioritize tasks, and delegate them when appropriate
- Strong analytical and problem-solving skills
- Must be a team player and able to work autonomously, making decisions utilizing strong problem-solving abilities
- Thrives in fluid environment of a rapidly growing company
- Minimum 2 years Payment Integrity experience required
- Minimum 2 years client success or related experience (customer success, account management, customer service, renewal sales, training, or technical support) with a complex software solution required
- Bachelor's degree, or equivalent experience preferred
Closing
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship. The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
