Client Success Manager

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Client Success Manager

A full-time team member or employee

Skills and experience needed

5+ years of experience
Client service
Customer Success
CSM

Organization(s) name(s)

Location

Monetary compensation

USD$70,000 to 100,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Monetary compensation

USD$70,000 - 100,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Why this opportunity exists

This is not your average client-facing role – and it’s not for the uninspired. This is life in the start-up world – the fast lane. It’s next-generation digital healthcare. It's innovative and awesome and rich with opportunity, as you drive better healthcare and financial benefits for a portfolio of Teladoc Health's clients and their members. In your role as a Client Success Manager (CSM) you’ll be on the front lines every day as a trusted adviser for our clients. Part coach, analyst, strategic adviser, project manager, and product expert, our CSMs are continually focused on helping our clients improve the benefits they reap from working with Teladoc Health's products and platforms.

Responsibilities

• Own a strategic portfolio of Teladoc Health clients, which may include enterprise employers, health plans, health systems, providers, and direct treatment providing organizations • Work with clients to define and execute a Teladoc Health program strategy, integrated with their broader benefit offerings clinical care delivery • Manage the end-to-end renewal process for your clients • Collaborate with Sales to manage and grow business within the client portfolio • Convert “model” clients into Teladoc Health advocates, leveraging their success for references, case studies, blogs, etc. • Drive client success in tangible metrics such as improved member health outcomes, financial benefits, member retention and renewals, and product expansion • Develop metrics for success/ROI based on each client’s goals and review progress on a regular basis • Ensure clients and their members are utilizing key product features to maximize success • Build and maintain productive relationships with key stakeholders at all levels, including benefit managers, VP/SVP/C-Suite execs and consultants • Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn • Maintain high levels of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores • Drive, execute and participate in special events held for or hosted by your clients • Manage client issues and escalations, collaborating with partner teams such as Client Strategy/Launch, Member Support, Operations, Analytics, R&D, and Sales, as required.

Additional requirements (other than skills)

• Own a strategic portfolio of Teladoc Health, which may include enterprise employers, health plans, health systems, providers, and direct treatment providing organizations • Work with clients to define and execute a Teladoc Health program strategy, integrated with their broader benefit offerings clinical care delivery • Manage the end-to-end renewal process for your clients • Collaborate with Sales to manage and grow business within the client portfolio • Convert “model” clients into Teladoc Health advocates, leveraging their success for references, case studies, blogs, etc. • Drive client success in tangible metrics such as improved member health outcomes, financial benefits, member retention and renewals, and product expansion • Develop metrics for success/ROI based on each client’s goals and review progress on a regular basis • Ensure clients and their members are utilizing key product features to maximize success • Build and maintain productive relationships with key stakeholders at all levels, including benefit managers, VP/SVP/C-Suite execs and consultants • Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn • Maintain high levels of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores • Drive, execute and participate in special events held for or hosted by your clients • Manage client issues and escalations, collaborating with partner teams such as Client Strategy/Launch, Member Support, Operations, Analytics, R&D, and Sales, as required • Must possess experience with Salesforce and PowerPoint.

Language(s) required

English - fully-fluent

Career path

• 5+ years of experience working as a CSM at a digital health, healthcare, wellness, benefits or SaaS company. • 8+ years of account management experience.

About the organization(s)

Livongo offers a whole person platform that empowers people with chronic conditions to live better and healthier lives, beginning with diabetes and now including hypertension, weight management, diabetes prevention, and behavioral health. Livongo pioneered the new category of Applied Health Signals to silence Noisy Healthcare. Our team of data scientists aggregate and interpret substantial amounts of health data and information to create actionable, personalized and timely health signals. The Livongo approach delivers better clinical and financial outcomes while creating a different and better experience for people with chronic conditions.

Team culture

People and culture are Livongo’s greatest and most valued assets! We’ve built a culture we are proud of that reflects our values of diversity and inclusion where everyone’s voice is equally important. As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding – we have a mother’s room in both our offices). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Agreement type

Employment

Posted: November 20, 2020 03:08 PM

Yuliana Velasquez Ramírez
Yuliana Velasquez Ramírez Verified Weight adds credibility to recommendations. Weighted recommendations are given by people who’ve been recommended by others. Your recommendation weight is thus the sum of the weights of the recommendations you’ve received. 626
Independent Recruiter Advisor.
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