Senior Client Success Manager

🕒 May 16

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Sharecare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

💰 $425M Post-IPO Equity on 2021-07

Healthcare Insurance • SaaS • Wellness

Sharecare is a comprehensive digital health platform designed to improve overall well-being. It provides tools and resources to help individuals manage various aspects of their health, such as physical, mental, and financial wellness. Sharecare offers personalized health navigation through its digital window, helping members track healthy habits, receive research-backed health tips, and access digital therapeutics across various conditions, including asthma and women's health. The platform integrates AI capabilities to empower users to manage their health data effectively. Partnering with CareLinx, Sharecare extends caregiving into homes, leveraging technology for data analytics and real-time coordination with clinical teams. Additionally, Sharecare collaborates with various organizations to enhance community health and well-being through innovative initiatives like the Community Well-Being Index. Its mission is to make healthcare resources more accessible and improve health outcomes while reducing care costs.

📋 Description

• Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager. • Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell opportunities and to lead streamlined internal teams to support clients and customers. • Oversee daily operations and performance of client success managers. • Act as main point of contact for CSMs to support client inquiries, concerns, and feedback. • Identify opportunities with CSMs to expand the client’s use of service. • Participate in creating of goals, and track progress throughout the year with team. • Ensure team is staying on track to meeting goal for all implementations. • Manage portfolio requirements set by Director of CSM. • Handle escalated internal/external complaints or complex issues. • Ensure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path is being utilized. • Work with internal teams to streamline process and develop strategies to prevent similar issues from arising in the future. • Responsible for coaching, training, and developing team members. • Facilitate team training sessions and support career development. • Identify opportunities to enhance processes and improve service efficiency.

🎯 Requirements

• Bachelor’s degree required. • At least 5-7 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business • Experience with cloud SaaS based solutions or web applications • Strong communication skills and the ability to speak and write professionally to clients. • Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred • Demonstrated consultative sales and client relationship management abilities • Excellent time management, organization, and planning skills are essential • Able to set priorities, influence others, and manage customer expectations • Demonstrated success in customer relationship management • Experience using standard MS Office tools • Strong interpersonal and quantitative skills • Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise • Strong understanding of business SaaS business strategies • Ability to travel as business needs require.

🏖️ Benefits

• Professional development opportunities