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Client Success Manager

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About the job:

IHA (Integrated Healthcare Association) is looking for a Client Success Manager to support the launch of a large scale, state-wide provider directory product for all health plans and providers in California. The Client Success Manager will manage an assigned portfolio of clients and will also perform a variety of project management, operational reporting, and analytic tasks. This is a unique opportunity to be a part of a team that leads big and challenging projects that can move the needle on key health care industry pain points.

Please fill out the form below to apply for this position.

About IHA:

At Integrated Healthcare Association (IHA), we bring the healthcare community together to overcome barriers to high-value care. For more than 25 years, we have championed a more integrated care system that improves quality and affordability for patients in California and beyond. As a non-profit business league, we are funded by the healthcare industry to help make the system work better for everyone. Our mission-driven executive team and staff work with cross-industry leaders to solve big, systematic challenges such as performance measurement and provider data management. With core values of Collaboration, Candor, and Impact as our guide, we align healthcare around shared goals—and new possibilities. We use data and insights to help everyone improve. We build what is needed to drive lasting change. Because we envision a healthcare system where patients get the best possible care at an affordable price.

Core job duties and responsibilities:

 

Client Success:

  • Serve as a primary contact and project manager to assigned portfolio of clients, to include client onboarding, support, account management and training, to ensure full optimization and adoption
  • Effectively manage client onboarding projects and ongoing account management activities via project management tool and provide appropriate status updates to management, and reports to client of progress.
  • Foster and maintain positive working relationships with internal and external clients by providing superior client service.
  • Proactively communicate any technical changes and/or upcoming releases.
  • Support the development of external facing communications and content (e.g., presentations, training materials, knowledge articles) to keep participants informed.

Operational:

  • Own internal weekly meetings, including drafting agendas, taking minutes, tracking actions and risks and any administrative support.
  • Develop a governance process for internal team folders/organization to keep CS team on track and organized and thereafter, have full ownership.
  • Coordinate internal and external program processes supporting the Client Success function
  • Manage and maintain accurate Client documentation, and regularly provide Client status updates, highlighting Client advocates and those at risk through early detection
  • Responsible for internal reporting which includes; conducting thorough and accurate analysis of operational client success data and be able to synthesize data.
  • Leverage operational data to support informed project decisions and highlight new insights.
  • Clearly articulate insights through data visualization in presentations and reports for a variety of internal and external audiences.

Qualifications:

  • BA/BS degree
  • 2-4 years’ experience in health care
  • Strong project management skills, including workplan development and project planning; exceptional organizational skills; close attention to details
  • Excellent decision-making, and problem-solving skills
  • Strong analytic and critical reasoning skills
  • Effective interpersonal and communication skills, particularly to prepare written and graphical communications to a variety of audiences (internal staff, external audiences)
  • Extremely well organized with a high level of accuracy and attention to detail
  • Proficient in Microsoft Office Suites, Slack, Salesforce, Box, Word, Excel, PowerPoint, and Outlook
  • Ability to anticipate needs, identify issues impeding success, and propose creative, viable solutions.
  • Cope well with ambiguity and changes in direction as solutions are developed
  • Collaborative working style. Ability to effectively build relationships with staff at all levels. Desire to be helpful in any way needed to support the team, program, and organization
  • Ability to act on own initiative and make decisions
  • Driven, self-motivated and enthusiastic, with a ‘can-do’ attitude
  • Sound judgment and discretion when handling sensitive and confidential information

 

Benefits:

  • Competitive salary
  • Subsidized gym membership
  • 401K contribution
  • 26 paid days off per year (includes the week between Christmas and New Year’s)
  • 10 holidays
  • Medical, dental, and vision coverage
  • Flexible Spending Account
  • Commuter benefits

US work authorization is a prerequisite to employment for this position.

Application Form