Client Success Manager
Title: Client Success Manager
Reporting to: VP, Client Success
Location: This position is remote and will support clients in a designated region. An ability to travel up to 50% is required.
Opportunity:
The Client Success Manager (CSM) is the primary owner for a portfolio of accounts using the Get Well 360 consumer digital platform. The CSM is responsible for understanding their assigned clients strategic priorities, driving effective product utilization and delivering exceptional service, demonstrated through client satisfaction, renewal & growth.
Through effective, broad-based relationships with healthcare executives and staff, industry knowledge and institutional expertise, the CSM advises on opportunities to leverage the Get Well 360 platform and supports organizations in adopting digital tools and capabilities to transform their end-to-end consumer experience.
*Application Deadline for Internal Get Well Employees is Thursday, 4/11
Responsibilities:
- Collaborates with VP and aligned Account Executives to support renewal and growth for the hospital and health system accounts in their assigned portfolio.
- Develops near and long term account plans for clients, ensuring their strategic priorities and measurements of success are central tenets.
- Collaborates with VP to create a strategic plan for ensuring broad executive sponsorship in leveraging GetWell technology, including IT/Digital Health, Clinical, and Patient Experience execs.
- Holds other Get Well departments and colleagues to their accountabilities and committed client timelines, elevating issues proactively as necessary to keep projects on track.
- Measures and tracks both leading and lagging indicators of success, with corrective measures instituted proactively. These include client satisfaction, utilization, outcome success (per Value Plan), retention without churn, and growth.
- Acts in a consultative role with clients, sharing GW best practices, client internal best practices, and directing the sequencing of low effort/high impact activities across the client life cycle, ensuring continuous satisfaction and value.
- Ensure that clients drive maximum value from their investment in Get Well and deploy the contracted scope.
- Cultivates publishable case studies (both qualitative and quantitative) while building a bench of referenceable clients.
- Coordinate timely communication of new product releases, launch plans, and product roadmap activities, tying participation requests to the goals of the organization. Stimulate facility/health system appetite to engage and participate in pilots and launches where indicated.
- Support successful adoption of new product releases, ensuring the broadest implementation possible.
- Other duties as assigned.
Requirements:
- Ability to travel approximately 50% of the time
- Bachelor’s degree required, business or public health background a plus
- Experience in leading or coordinating training (training clinical staff preferred)
- Familiarity with complex enterprise solutions (hardware, software and third party integrations both hardware and software), EMR or equivalent experience strongly preferred
- Must be able to meet all client specific requirements, including immunizations and screening
- Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations
- U.S. citizenship or permanent residency required
About You:
- A self-starter who thrives in an entrepreneurial, fast-paced environment
- Exceptional motivator and communicator
- Strong facilitation and influence skills, both internally and with clients
- Ability to prioritize, multi-task, and perform effectively under pressure
- Data driven with strong ability to glean metrics, create reporting, and present out on the meaning of the data
- Previous project management experience preferred
- Previous experience in a clinical setting, with direct experience in hospital operations and/or clinical experience a plus
- Flexibility in schedule required, including working occasional weekends and evenings as required.
About Get Well:
We are a global digital health company with more than 20 years of experience improving patient engagement. Through partnerships with some of the most progressive hospitals and health systems in the world, we use digital technology to improve the healthcare experience for patients, their families, and clinicians.
The estimated pay scale for this position is between $80,000 and $90,000 in base salary, plus annual bonus potential of 10%. Base salary is dependent upon many factors including, but not limited to, education, experience, and skills and this range is subject to change and may be modified in the future. In addition to compensation, Get Well offers a comprehensive benefit package, 401K and incentive plans, open paid-time away, paid leave programs, wellness reimbursement, cell phone subsidy, peer recognition programs, health advocacy and employee assistance programs, pet insurance, and so much more.
Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.