Sr. Client Success Manager

Job ID 2022-4244

Account Management United States New York, New York


Description

Position at WebMD

Krames, a WebMD Company, helps you support those you care for from discovery to recovery. As prospective patients start their health care search, we're there with customized marketing and ongoing personalized health education. Our content's depth and thoughtfulness drive deeper patient engagement for health improvement. And intelligent solutions like Krames On FHIR® integrated seamlessly into the EHR deliver the right resources at the right time, freeing up clinicians to focus on what they do best—care for patients.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Position Overview

he Sr. Client Success Manager is responsible all aspects of client revenue maintenance and growth.  In this role, the Sr. Client Success Manager will serve as the primary point of contact for client renewals, performance guarantee management, and identifying and driving upsell opportunities.  To support these goals, the Sr. Client Success Manager must establish and grow client relationships through a firm understanding of client’s strategic priorities, business objectives and overall goals.  This role will cultivate relationships with a broad base of the client pool.

Essential Duties and Responsibilities include the following, although other duties may be assigned.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Accountable for all aspects of client revenue maintenance and growth
  • Responsible for overall client relationship and satisfaction
  • Manage all aspects of client renewal activities
  • Identify and lead upsell opportunities and understand client contracts to other StayWell products and service offerings in support of StayWell strategy
  • Serve as primary point of contact to manage internal and external client escalations
  • Partner with the Product team to help define client requirements, identify client’s most pressing problems, and understand industry trends and hot button issues in support of product development and updates
  • Accurately manage client billing, revenue and activity forecasting, performance guarantees, and annual budget/contract renewals
  • Cultivate client relationships to serve as reference clients
  • Monitor the program/product/service delivery to ensure contract requirements and client expectations are met. 
  • Manage relationships with clients' other vendor partners, as appropriate and necessary.
  • Participate in internal developmental and administrative committees and in external professional organizations, as appropriate. 
  • Complete other administrative tasks, such as travel and expense reporting or similar, in a timely manner.
  • Perform responsibilities in a professional manner, meeting the Company’s mission and goals. 
  • Record and document all activities via contract management database.  Maintain appropriate documentation to track project development and changing specifications

Qualifications                                                 

  • Bachelor’s Degree or higher
  • 3 to 5 years of demonstrated success managing multiple client relationships
  • 3 to 5 years of demonstrated success hitting client upsell and renewal goals
  • Strong written and verbal communication skills
  • Experience thriving in self-directed environment

Other Qualifications/Regulations

  • Experience in healthcare or wellness related fields
  • Demonstrated ability to manage renewal and upsell pipeline
  • Proven ability to build and maintain client and executive relationships
  • Proven ability to manage multiple client’s priorities
  • Proven ability to manage and work collaboratively in a team

Travel Requirements

Some travel required, approximately 10-25% of the time.