Client Experience Manager

The Client Experience Manager is responsible for program management and execution for programs and initiatives that support the client-facing arm of the organization. This individual works closely with Client Success leadership to improve client retention, renewals and client satisfaction. 

Duties and Responsibilities:

• Work in partnership with Client Success leadership to deliver on a plan for critical client success initiatives such as:
• Executive Sponsor program
• Quarterly and Annual Business Reviews
• Client Satisfaction improvement initiatives
• Execute against a defined process for Included Health for cross-client needs, including escalations, prioritizations and market feedback
• Work collaboratively with Launch Command to identify cross-client needs or escalations during implementations and partner with internal functions, including but not limited to, product, operations, clinical, member services, to prioritize and solution
• Partner closely with Client Success leadership on issues impacting multiple clients to identify cross-functional impacts, resourcing needs, and business prioritization, and work collaboratively with leaders from across the organization to drive to solutions that support client satisfaction, retention and growth
• Serve as a central location for teams outside of GTM who have client-facing needs
• Working in close collaboration with Client Lifecycle and Client Success leadership, deliver on additional high impact priority initiatives that will positively impact retention, growth and client satisfaction--while balancing scale--and work cross-functionally to deliver
• Work on broader Client Experience projects or initiatives as requested

Qualifications:

• Bachelor's degree
• 5+ years of professional work experience; success in high-growth and change organizations a plus
• Successful experience working with cross-functional decision makers and building leadership confidence
• Ability to perform multiple projects simultaneously and creatively execute projects
• With guidance on what success looks like, develop project plan and deliver on projects with minimal oversight
• Strong bias for action and ability to prioritize and execute

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Ability to thrive in a fast-paced, high-intensity work environment.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $106,700 - $158,750 + equity + benefits  

Zone B: $88, 900.00 - $132,250 + equity + benefits  

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share your geographic zone alignment upon inquiry.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents 

Generous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")

12 weeks of 100% Paid Parental leave

Up to $25,000 Fertility and Family Building Benefit

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work 

24 hours of Paid Volunteer Time Off ("VTO") Per Year to Volunteer with Charitable Organizations

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We're on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community - no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It's all included. Learn more at  includedhealth.com.

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