Client Success Manager

Collective Health is a technology company working to create the healthcare experience we all deserve. Founded in 2013, our team of engineers, designers, product managers, and actuaries are redefining the $1 trillion-dollar market of employer-sponsored health benefits with data-driven and people-focused products.

As a Client Success Manager you will own Collective Health’s strategic relationship with our client, the employer. You work with our Sales team to facilitate a smooth transition from the sales cycle to implementation, open enrollment, and launch. You will then serve as the primary owner of our ongoing relationship, with the goal of delivering a delightful client experience and maintaining referenceable clients. Internally you will represent the voice of the client to ensure we deliver products and services that meet their needs. You will become a trusted advisor and thought partner to each of your clients by displaying a deep understanding of their health benefits, plan design, and business goals — helping them provide the ultimate healthcare experience that their employees deserve. If you possess a track record of building long-term client relationships, a love of complex project management, and a desire to help employers provide an unmatched healthcare experience, then this position is a perfect fit for you.

• Build strong and lasting relationships with clients based on mutual trust and alignment of expectations
• Engage and interact with clients in both a business context and social context in order to build a confident partnership and strong relationship with key stakeholders
• Project-manage the implementation of Collective Health's platform and services for clients in an efficient, scalable, and high quality manner
• Form strong partnerships with internal teams (Client Operations, Product, Engineering, Sales, and Business Development) in order to drive timely implementations for clients
• Create standard processes and workflows to aid in accelerating implementations while reducing errors
• Manage the external and internal communications around issues when they occur, design and implement a path to resolution, and escalate larger issues to management when appropriate
• Naturally identify upsell opportunities that map directly to each client's needs and/or pain points and initiate & drive upsell conversations with the client
• Foster referenceable clients who are openly willing to speak about and market their positive experience with Collective Health

• 4+ years consulting, client management and/or health benefits experience
• Demonstrated success building successful strategic client relationships
• Base knowledge of employee benefits and the US healthcare ecosystem, including carriers, providers, brokers, consultants, employers, and benefits partners
• Demonstrated ability to ramp up quickly on new subject matters
• Significant project management experience on complex projects lasting 3+ months
• Excellent communication skills (written and verbal) and the ability to persuade and influence others
• Ability to appropriately set and reset expectations with stakeholders
• Ability to handle aggressive deadlines, work cross-functionally, and prioritize work in a fast-paced environment
• Comfort operating within a dynamic work environment and executing in situations where some unknowns may exist
• Excitement about Collective Health’s mission of improving healthcare in the US
• An overall enthusiasm and desire for constant learning and self-improvement