Job Details

Sharecare Client Success Manager

Sharecare is the leading digital health company that helps people no matter where they are in their health journey unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone.

Effectively manage ongoing relationships with clients in portfolio. Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers.

Essential Job Functions

Client Management

• Manages high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs
• Understand and report up to date financial standing of services and interprets data and make targeted, focused recommendations for future product enhancements
• Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add-on services
• Uses technical and business development skills to increase client's utilization of current technology
• Tracks, analyzes, creates, and delivers relevant reports and insights
• Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget
• Collaborate with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely manner
• Builds and enhances positive working relationships with key clients and internal stakeholders
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines
• Effectively manage client requests for program changes that may impact Sharecare's ability to efficiently deliver services
• Responsible for creating client profile, Quarterly Business Reviews and gathering Voice of the Customer (VOC) through NPS (Net Promoter Score) and quarterly health checks
• Responsible for tracking add-on opportunities in Salesforce along with updated financial information
• Participate in client strategy and revenue goals for coming year

Contract Renewal

• Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be proposed
• Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business
• Provide renewal and RFP responses as applicable
• Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts

Strategic Planning

• Drive and support the strategic plans for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction
• Prepare, in collaboration with Director Client Success the QBR and Annual Review

Reporting

• Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annually
• Review and analyze reports for accuracy and outcomes needed to satisfy the client
• Consistent, accurate and timely Salesforce usage

Implementation and Service Delivery

• Collaborate with implementation team for effective implementation and service delivery of new accounts. This also includes addition of services for Child accounts
• Improve and maintain the implementation process and ensure consistency and success of implementations
• Ensure implementation activities are achieved on schedule and as required

Qualifications

Bachelor's degree required. Master's Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial services

At least 3-5 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business

Experience with cloud SaaS based solutions or web applications

Strong communication skills and the ability to speak and write professionally to clients

Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred

Demonstrated consultative sales and client relationship management abilities

Excellent time management, organization, and planning skills are essential

Able to set priorities, influence others, and manage customer expectations

Demonstrated success in customer relationship management

Able to effectively prioritize and multi-task under tight deadlines

Experience using standard MS Office tools

Strong interpersonal and quantitative skills

Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise

Strong understanding of business SaaS business strategies

Ability to travel as business needs require

Information Governance Accountabilities

A high-level understanding of the organization's information governance program and role-specific accountabilities

A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization's data and information

Commitment to discuss questions and recommendations about processes and any observed variations in performing tasks to ensure a standardized approach to work and services provided

Participation in education as required for corporate compliance and role-specific functions and tasks

HIPAA/Compliance

Maintain privacy of all patient, employee and volunteer information and access such information only on a need to know basis for business purposes

Comply with all regulations regarding corporate integrity and security obligations

Report unethical, fraudulent or unlawful behavior or activity

Maintain current and yearly HIPAA certification

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law. Sharecare is an Equal Opportunity Employer and doesn't discriminate on the basis of race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, genetic information, protected veteran status, or other non-merit factor.