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Client Success Manager

Indiana, United States (On-site)

Client Success Manager

2 Months ago • 1-3 Years • Operations • Product Management

About the job

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Job Description

As a Client Success Manager (CSM), you will be the long-term operational lead for our clients throughout their program implementation and lifecycle. Your primary goal is to ensure that client programs operate smoothly and track to defined program strategies. This involves building and maintaining collaborative relationships with clients to achieve high levels of satisfaction, while also fostering strong relationships with internal team members and stakeholders. You will serve as the primary communication channel between the client and WHS for day-to-day operational activities, supporting defined account strategies, providing program recommendations, and guiding client decisions. This role requires strong communication skills, active listening, effective negotiation, and the ability to manage multiple projects. You will utilize your project management skills to help ensure that the Client Delivery Team works together to fulfill client commitments and maintain service level agreements relative to timelines, quality standards, and budget. The CSM role requires a deep understanding of WHS products and services, as well as the clients they serve. A proactive and consultative approach is key – you will anticipate client needs and provide information in a language they understand. The CSM role is a precursor to the Sr. Client Success Manager position at WebMD.

Must have:

1-3 years’ work experience in Account Management, Consulting, or Implementation with client-facing responsibilities
Software Technology Services experience OR Healthcare Industry
Experience working in enterprise organizations with multiple offices/locations
Experience working in fast-growth, fast-paced, dynamic environments
Independent time management skills
Highly organized with success balancing multiple projects
Proven responsiveness, managing client expectations effectively
Logical thinker with sound problem-solving abilities
Professional and client-friendly presence
Proficient written communication, verbal communication and presentation skills
Skilled use of Microsoft, G Suite and Atlassian products and adaptable to learning addition reporting and software tools
Willingness to travel up to 30% of the time

Good to have:

BA/BS degree and/or MBA, MPH, Masters
PMP/Project Management Courseware
Familiarity with wellness, disease management and health and benefits administration
Prior accountability in 2 or more of the following areas: best practices, implementation, project management, consulting or business development in the healthcare environment
Proven experience and background in people management, strategic planning, risk management, and change management
Program Management and/or program strategy experience

Description

Position at WebMD

WebMD Health Services is part of the WebMD family. We have been designing well-being programs for employers and health plans for over 20 years. Our mission is to empower organizations and their populations to improve well-being through personalized, strategic partnerships.

overview:

WebMD Health Services (WHS) is a division of WebMD whose mission is to provide expert guidance that inspires people to take charge of their health. We do this by helping people understand their health risks, make smart health care decisions, and take active steps toward living healthier lives. Our health, wellness and transparency services power programs from employers, health plans and government organizations are delivered online, onsite, and telephonically. Learn more at webmdhealthservices.com.

WebMD is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Position Description:

WebMD Health Services is looking for a Client Success Manager (CSM) who will be the long-term, day-to-day, operational lead for our clients throughout their program implementation and lifecycle. The number one goal of the Client Success Manager is to ensure that our clients’ programs are operating smoothly and tracking to their defined program strategies. This is achieved by building and maintaining collaborative relationships with clients that ultimately produce high levels of client satisfaction. It also requires the development of strong relationships with internal team members and stakeholders, built on a mutual respect for ensuring that the client’s program is successful.

The Client Success Manager serves as the principal communication channel between the client and WHS for day-to-day operational activities. This includes supporting defined account strategies, providing program recommendations and guiding client decisions by drawing on experience, best practices and program participation data; minimizing service issues through active listening, effective negotiation and documentation; responding to client inquiries and requests, supporting program configuration, and ensuring that clients are deriving value from our solutions and services. The Client Success Manager also utilizes their project management skills to help ensure that the overall Client Delivery Team works together to fulfill their client commitments and maintain adequate service level agreements relative to timelines, quality standards, and budget.

Client Success Managers maintain an increased depth of knowledge and understanding of both WHS products and services and the clients they serve. Knowledge of health and wellbeing program administration, best practices and industry trends will ensure success in the Client Success Manager role. Client Success Managers are able to view a program from end-to-end and recognize the impacts of strategic changes and decisions to the operational flow of the program. A proactive and consultative approach is a key to this role – Client Success Managers anticipate client needs and provide information in a language the client will understand. The person in this role must remain open-minded and entertain client requests where it makes sense or guide them to a more productive path to meet the goals of their request. Additionally, they are able to identify process issues and contribute to improvement initiatives. The role is a precursor to the Sr. Client Success Manager position at WebMD.

As a member of WebMD Health Services, you may have access to confidential and sensitive information (including Protected Health Information) that will require you to follow additional protocols to ensure the security of our data. As a core requirement, you must implement and act in accordance with the organization’s information security policies; protect assets from unauthorized access, disclosure, modification, destruction or interference; execute security processes or activities; and report security events or potential events or other security risks to the appropriate parties within the organization.

qualifications, skills and experience:

1-3 years’ work experience in Account Management, Consulting, or Implementation with client-facing responsibilities
Software Technology Services experience OR Healthcare Industry
Experience working in enterprise organizations with multiple offices/locations
Experience working in fast-growth, fast-paced, dynamic environments
Independent time management skills
Highly organized with success balancing multiple projects
Proven responsiveness, managing client expectations effectively
Logical thinker with sound problem-solving abilities
Professional and client-friendly presence
Proficient written communication, verbal communication and presentation skills
Skilled use of Microsoft, G Suite and Atlassian products and adaptable to learning addition reporting and software tools

Willingness to travel up to 30% of the time
preferred:

BA/BS degree and/or MBA, MPH, Masters
PMP/Project Management Courseware
Familiarity with wellness, disease management and health and benefits administration
Prior accountability in 2 or more of the following areas: best practices, implementation, project management, consulting or business development in the healthcare environment
Proven experience and background in people management, strategic planning, risk management, and change management
Program Management and/or program strategy experience

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