Sr Client Success Manager

Responsible for a portfolio of clients that may include health plans providers and their members. Build strong client relationships that create a favorable opinion of the organization that create Carenet promoters within the client community.

Cultivate organic opportunities and growth in portfolio. Successfully coordinate efforts of both internal and external departments. Respond to the needs of a 24-hour/7-day-a-week organization.

WORK SET UP: ONSITE - SAN ANTONIO TX

1. Proactively services the needs of assigned client base by building excellent working relationships. Primarily handles
large accounts.
2. Acts as the primary day-to-day point of contact for assigned clients.
3. Responsible for implementation ongoing maintenance and management of implemented solutions of assigned
clients and/or programs. Continuously strive to improve assigned programs efficiencies and effectiveness.
4. Build and strengthen relationships with assigned clients to retain and increase revenue. Pursues relationships with
potential new contacts and seeks business expansion opportunities with current clients.
5. Continue to develop a well-versed knowledge of solutions being offered and ensures that solutions consistently meet
client needs and contractual obligations.
6. Performs all aspects of program planning organizing and managing information and resources to deliver successful
management of client requests and requirements.
7. Tracks and analyzes critical success metrics/KPI expectations established by clients to develop customized
solutions provide continuous improvement upon program performance and produce a seamless member
experience.
8. Ensure timely follow-through on resolution of issues and client requests.
9. Ensure consistent communication with necessary staff or departments regarding client requirements
10. Identify measure and report data trending and analysis to provide consistent interpretation of program performance
and suggestions to enhance performance.
11. Monitors identifies and communicates risks or opportunities to leadership and/or supporting department(s) to
provide feedback around processes and to optimize effectiveness regarding assigned clients.
12. Reviews contractual agreements and establishes operating procedures designed to achieve client requirements.
Escalates issues that do not meet client expectations for engagement and resolution.
13. Lead discussions and negotiations on established KPIs and participates with leadership in rate and contractual
negotiations
14. Collaborates with partners to develop define implement and maintain internal and external client documentation
compliance and quality testing approaches standard operating procedures quality assurance protocols/standards
as well as compliance with policies procedures and standards for products and addition documents
and deploys regulatory updates and program changes.
15. Develops project planning and coordinates the completion of all new program set-up and account maintenance
activities with necessary staff or departments including the definition establishment and tracking of critical success
metrics.
16. Participates in complex negotiations and requests for proposals with clients.
17. Leads simple contractual negotiations (i.e. simple price increases or decreases) independently.

18. Manages projects/matters of complexity including but not limited to timelines client contact report analysis and
interaction and coordination with departments.
19. Coordinate and lead client meetings and conference calls create and deliver presentations and participate in
training seminars and/or tradeshows
20. Provide training support and direction to team members and/or serve as project lead as assigned
21. Perform reporting monitoring client meetings presentations revenue forecasting project support and
administrative tasks.
22. Ensures solutions not only meet client needs but can communicate the value proposition of the solution. Engaged
with client through onsite visits or virtual visits to ensure client satisfaction and to promote ongoing contract renewal.

1. Bachelors degree (B. A.) from four-year College or university; or minimum 5 years of relevant experience and/or
training; or equivalent combination of education and experience.
2. An understanding of the healthcare industry (Health Insurance Health Benefits Managed Care and/or Tele-health
concepts). An understanding of the mechanics of a contact center business. Experience managing multi-million-dollar accounts.
3. Excellent client focus and advocacy.
4. Strong customer facing skills; demonstrates a highly professional demeanor. Is at ease communicating with client
POC and other client stakeholders. Recognized as a valuable partner.
5. Ability to effectively present information and respond to questions from groups of managers clients customers and
the general public.
6. Excellent verbal and written communication and interpersonal skills
7. Ability to interpret technical information and translate into common terminology
8. Strong critical thinking analytical problem solving attention to detail and process improvement skills
9. Ability to work well under pressure to handle crisis situations and balance several tasks simultaneously
10. Ability to effectively communicate with a cross-cultural workforce and client base.
11. Ability to work collaboratively across different departments functions and environments
12. Ability to take ownership of projects to drive to successful completion
13. Keen attention to detail able to perform with a sense of urgency and adherence to deadlines
14. Ability to evaluate customer needs with a high level of business acumen
15. Word Processing Spreadsheets E-mail database software and Internet software.
16. Excellent time and project management skills.