Client Success Manager

Client Success Manager

Welcome to Clearway Health - a recognized Great Place To Work and destination organization! We are an award-winning culture where talented people are respected, informed, engaged, empowered, developed and where they want to grow and make a difference. At Clearway Health, diversity, equity, inclusion, and belonging are an essential part of our business and workplace culture. We offer a wide range of benefits, perks, and wellness programs in addition to continuous learning opportunities to help you grow. Clearway Health emerged as a solution from Boston Medical Center to improve access to care, provide personal support, and manage the complex specialty medication needs of vulnerable patients and their families. We partner with hospitals, health systems, and the communities they care for to accelerate their specialty pharmacy programs.

The Client Success Manager is responsible for proactively engaging, nurturing, and maximizing success for our clients and Clearway Health. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of our partnership and that they realize continued value from our services. The Client Success Manager will lead a broad range of tasks such as maintaining ongoing client relationships and networking, implementing success programs, providing insights on client-to-business interactions, and managing client requests and incidents to continuously improve the client experience. Successful candidates must be social, analytical, possess an aptitude for learning and a passion for service, and be able to communicate clearly and effectively. The ideal Client Success Manager should engage clients, maximize value, and create strategies to strengthen Clearway Health's client organization.

Essential Responsibilities / Duties :

• Continuously collaborate with Clearway Health's client partners to lead the client engagement strategy and Clearway Health's partnership, acting as the primary representative for Clearway Health and the link between their strategy, our client services team, and Clearway Health
• Be the client's voice at Clearway Health through a continuous feedback loop process
• Lead revenue review meetings with key client and Clearway Health stakeholders. Use your strategic skills for account growth, knowledge of Clearway Health's services and programs to build a revenue-generation strategy
• Lead partnership reviews and present client progress compared to goals during quarterly reviews
• Funnel customer feedback and recommend the most efficient improvements to Clearway Health's cross-functional teams to ensure an end-to-end exceptional client experience
• Ensure clients' strategic roadmaps are aligned with the clients' desired outcomes, improve overall client experience, and bring added value
• The CSM will ensure satisfaction and retention of all clients.
• CSMs will support and enroll their clients or ensure participation in our reference program.
• Mobilize internal Clearway Health teams to meet clients' goals and overcome obstacles to deliver an exceptional client experience
• Manage the contract renewal and amendment process for each client in partnership with the Client Services team
• Manage escalations for client requests and incidents, act as liaison between Clearway Health departments and the client, ensure resolution, and recommend process improvement
• Understand the client's changing needs and analyze data to improve the client experience
• Collaborate with the client services team to build and distribute reports and dashboards on an established cadence
• Oversee corporate business functions, including invoice and accounts receivable management as a liaison between the Clearway Health finance team and the client

Job Requirements :

Knowledge and Skills :