Customer Success Manager

The Customer Success Manager (CSM) is accountable for an assigned portfolio of clients and their engagement processes and solution delivery through all phases of on-boarding and implementation. The CSM may also be accountable for project management support of existing accounts or implementation management of new accounts or expansions within current accounts. The CSM serves as a Trusted Advisor to clients by understanding the client’s goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CSM develops successful client partnerships that result in high client satisfaction, retention, and growth. Through influential leadership in a matrixed environment, the CSM builds and leads diverse high-performing teams across Vatica Health, the client, and vendor partners. The CSM makes significant contributions to client engagement and solution delivery best practices. Responsibilities Serve as a Trusted Advisor and directly lead or support client relationships, engagement, and implementation delivery Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners Build power point decks for client presentations (QBR’s, kick offs, status meetings) Facilitate joint client-Vatica Health leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution Deliver successful client partnerships that result in high client satisfaction, retention, and growth Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats) Lead, through influence in a matrixed environment, teams comprised of members from Vatica Health functional groups, the client, and vendor partners Deliver and ensure client training on Vatica Health tools, processes, and reports Support operational and financial plans and maintain actuals and forecasts Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement Design and develop best practices in client engagement and implementation to deliver industry-leading client experience Requirements 4+ years in a healthcare client facing role with progressive experience 4+ years leading complex projects Healthcare experience required; required experience in Risk Adjustment, Quality of Care Strong project performance analysis and strategic power point deck building skills Outstanding customer service skills Experience organizing,…