Client Success Manager
Job Title:
Client Success Manager
Type:
Full Time
Location:
Remote
About Us:
KeyCare offers health systems access to a network of virtual care providers working on KeyCare's Epic-based EMR and telehealth platform. This allows KeyCare to improve access for patients across the United States, while keeping their care coordinated with their health system partners. Health systems can start with nationwide virtual on-demand urgent care coverage (24x7, 50-state coverage), and then may add other virtual health services based on their needs. To learn more about KeyCare, visit www.keycare.org
Position Overview:
The Client Success Manager (CSM) plays a pivotal role in ensuring client satisfaction and retention within the healthcare sector. This position is responsible for building and maintaining strong relationships with clients, understanding their needs, and driving successful outcomes. This role demands a deep understanding of the healthcare industry, a proven track record in account management, and a keen ability to build and cultivate enduring relationships. driving the expansion of KeyCare’s solutions and utilization across each client portfolio.
Key Responsibilities:
Customer Success Strategy:
-Develop and execute client success strategies aligned with overall business objectives.
-Identify and implement best practices to enhance client satisfaction and retention.
-Collaborate with cross-functional teams to ensure a seamless client experience.
-Develop and execute change management strategies to help the client increase utilization of solutions they have in place.
Client Relationship Management:
-Identify, prioritize, and cultivate relationships with key decision-makers within target accounts.
-Develop and maintain strong relationships with assigned clients, acting as their primary point of contact.
-Proactively identify and address client needs and concerns to ensure satisfaction.
-Conduct regular client check-ins and reviews to assess usage, adoption, and satisfaction levels.
-Develop and execute compelling proposals and presentations to secure partnerships.
Account Management:
-Manage client accounts to maximize revenue and retention.
-Identify upsell and cross-sell opportunities within existing client relationships.
-Collaborate with sales and product teams to address client feedback and drive product improvements.
-Track and analyze client usage metrics, key performance indicators (KPIs), and satisfaction data.
-Prepare regular reports and presentations to inform stakeholders and identify areas for improvement.
Goals/KPIs:
-Achieve a minimum client retention rate of [XX%].
-Increase average revenue per user client (ARPUARPC) by [XX%] year over year.
-Successfully upsell or cross-sell products to [XX%] of existing clients.
-Achieve a client satisfaction score of [XX%] or higher.
Renewal Management:
-Develop and execute renewal strategies for existing clients.
-Proactively address client concerns and negotiate favorable renewal terms.
-Identify and mitigate potential renewal risks.
Goals/KPIs:
-Achieve a renewal rate of [XX%] or higher.
-Reduce churn rate to [XX%] or lower.
-Negotiate renewal terms that meet or exceed company revenue targets.
Internal Collaboration and Strategic Alignment:
-Collaborate with internal stakeholders, including sales, marketing, finance, and clinical teams, to develop and implement corporate strategies to drive client expansion for KeyCare.
-Stay abreast of industry trends, regulatory changes, and competitive landscapes to identify emerging opportunities.
Qualifications:
-Proven experience in client success, account management, or customer service within the healthcare industry.
-Excellent communication, negotiation, presentation and interpersonal skills, with the ability to build rapport and trust with clients.
-Strong analytical and problem-solving skills.
-Demonstrated ability to work independently as well as a team with a sense of urgency in a dynamic environment.
-Proven experience working with health systems who use Epic’s EHR. Demonstrates a strong understanding of Epic EHR functionalities and workflows in a health system. Direct experience working with Epic is a plus.
Education, Experience, and Licensing Requirements
-Bachelor's degree in business, healthcare administration, or a related field.
Travel Requirements
Travel required for key client events and staff retreats – up to 50%
Benefits:
Eligible for company benefits upon package roll out:
- Medical
- Vision
- Dental
- Life Insurance
- 401K
- Disability
- Unlimited PTO
How to Apply:
Please reach out to the email listed below.
Include the position title you are applying to in the subject line.
Include a brief intro in the body, and attach your cover letter and resume to the email. Our team will reach out with next steps.
How to Apply:
Please reach out via the external link button below.
You will be asked to attach a resume, and provide required personal info & provider details.
KeyCare is an Equal Opportunity/Affirmative Action Employer
We encourage all qualified applicants to apply. KeyCare is committed to its evolution towards a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender or gender identity, sexual orientation, age, marital status, disability, sex, country of origin, or veteran status.
Reach Out to Our Team Today!
Our team is looking forward to hearing from you, and happy to answer any questions
