The Client Success Portfolio Manager supports retention and growth of complex clients by managing relationships, analyzing data, and leading initiatives to enhance client experience and service delivery.
The Client Success Portfolio Manager is an individual contributor responsible for supporting the retention and growth of a large portfolio of complex clients. Reporting to the AVP, Client Success, and working across The Client Organization (TCO) this person also has a matrixed manager reporting relationship to the Senior Director of Performance Optimization to advance Client Service Delivery Excellence. They are solution focused and adept at finding efficiencies to help the team scale. They are an expert in Client Success best practices as well as Included Health offerings.
Responsibilities
- You will be accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP.
- You will consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
- You will be responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on leaves of absence.
- You will work collaboratively to progress retention and upsell work across our portfolio.
- You will customize client-specific reporting and marketing materials and generate insights to support client meetings including business reviews, strategy sessions, open enrollment, etc.
- You will have responsibility for unifying and scaling client-facing resources across the team, reducing repetitive tasks managed by CS Principals and allowing them to focus on client relationship management: risk mitigation, expansion and retention.
- You will lead Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
- You will develop project plans, proposals, and reports on progress, while building and delivering regular reports and presentations in support of Client Service Delivery initiatives.
- You will develop clear, actionable content for TCO team to support consistent execution of tasks across the client lifecycle and in alignment with TCO Client Service Delivery initiatives.
- You will work cross-functionally leading workgroups in service of TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
- you will serve as the proxy for our CS portfolio and your CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work.
- You will be accountable for gathering input from the team, sharing that input in workgroups focused on advancing CSD initiatives and keeping your AVP and team updated on priorities, progress, barriers and timelines.
Qualifications
- 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
- Proven presentation skills and the ability to articulate a compelling value proposition, that delivers insights.
- Proven ability in managing difficult conversations with executive stakeholders.
- Proven experience in being accountable for decisions, actions, and processes needed to support long term client relationships.
- Proven experience analyzing and interpreting data and delivering insights that support value delivery for clients.
- Ability to travel up to 25%.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $85,320 - $110,910 + equity + benefits
Zone B: $93,852 - $122,618 + equity + benefits
Zone C: $102,384 - $133,092 + equity + benefits
Zone D: $110,916 - $144,183 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
Top Skills
Client Success Best Practices
Data Analysis
Healthcare Benefits
Presentation Skills
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