Client Success Manager
Job ID 2024-7366
Description
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