Client Success Manager

Job Description

CSS Health (CSS), a Division of Clarest Health, has a thriving office in the heart of Buffalo’s Larkin District. We are doing our part to change the face of healthcare by providing better care, lowering costs, and helping to save lives -- all with our industry-leading Medication Therapy Management platform. We strive to make CSS a great place to work, with rewarding work in a fast-paced but fun work environment. We embrace inclusivity, diversity, and work-life balance.

Summary:

The Client Success Manager is responsible for the management and relationship building of the CSS team’s key accounts. This individual works closely across all CSS organizational departments to facilitate the successful execution of client-specific programs. As a key member of the Account Services team, the Client Success Manager works with Business Development, Clinical Operations, IT Engineering, Product Development, and Contracting departmental personnel to ensure that client expectations are met and/or exceeded. The Client Sucess Manager works with a diverse client mix with various Medication Management and Quality Improvement-based programs being supported directly by CSS or client administered with licensing of the CSS software platform. These clients can include but are not limited to health plan program sponsors, self-insured employers, academic institutions, long-term care facilities, and individual clinicians.

Individuals must possess strong client relationship building skills and critical thinking capabilities that align with client satisfaction and CSS corporate goals. In this aspect the Client Success Manager will be constantly exploring means for creating solutions that strengthen relationships, develop new revenue, and establish unbreakable partnerships.

Essential Functions - primary position responsibilities:

• Day-to-day management of client relationships, serving as the CSS lead point of accountability and ensuring responses to all day-to-day client needs (i.e., program development and implementation, reporting, financial).
• Coordinates interdepartmental CSS communications of program sponsor client needs related to program implementation and new/updated functionality changes.
• Works closely with CSS and client staff regarding the content of the client’s program.
• Responsible for working with Information Technology, Product Management and Project Management to facilitate the implementation of sponsor programs.
• Responsible for project ownership and execution of Account Management-related corporate projects.
• Strong ability to collaborate and obtain information effectively from IT, Operations, and clients to emerge, and then be seen, as the subject matter expert to our clients.
• Ability to strategically analyze opportunities for growth and then upsell into current CSS client accounts while maintaining existing lines of business.
• Captures best practices then directs and facilitates the management and movement of information, and processes for efficient and effective program implementations.
• Follows all established CSS policies and procedures including, but not limited to HIPPA, privacy and security policies and procedures.
• Actively participates in cross-functional projects to support CSS operational, customer service and sales objectives.
• The ability to adhere to Clarest Health's Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources or the Compliance Officer
• Any and other responsibilities as assigned by the manager to support these and other responsibilities in the department.

Education/Experience:

• Bachelor's Degree Required
• Minimum of 4 years’ experience in program management, account management, and/or client-based project management. Direct experience working in the healthcare/medication management industry or with a SAAS company is preferred.

Competencies:

• Proven track record of successfully implementing and supporting client-vendor relationships.
• Diplomacy in cross-functional team coordination with the ability to work as a team member, promote attention to detail, and exercise good communication skills to deliver results on customer’s behalf.
• Excellent presentation, verbal, and written communication skills.
• Ability to multi-task, set priorities, track projects status, and meets strict deadlines.
• Extreme attention to detail with the ability to be flexible and change directions easily.
• Experience in health care, with health plans preferred but not required.
• Advanced knowledge of Microsoft Office programs (MS Excel, PowerPoint, Word, etc.) is required.
• Ability to operate office equipment such as voice mail messaging systems, email and use of various software applications to support CSS’ MTM operational processes.

Work Environment:

This position does provide the opportunity to work remotely, but there will be days and times that in-person office meetings are required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours:

The role is a full-time position, which is traditionally 40 hours a week.

Travel:

On occasion you may be required to attend out-of-town client meetings at the discretion of your supervisor. Participation in on-site quarterly business reviews (QBRs) and/or annual meetings will be necessary as needed.

Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• Up to 25% travel

Education:

• Bachelor's (Required)

Experience:

• account management: 4 years (Required)

Work Location: Remote