Sr. Client Success Manager (East - Remote)

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Responsibilities:

• Play a key role in helping to support large, complex, high value and high potential clients with the opportunity to lead a portfolio of clients over time
• Establish professional relationships and trusted advisor status with key client stakeholders 
• Develop a deep understanding of client needs/goals and work to ensure that Grand Rounds and the client have a shared definition of success
• Collaborate with other vendors in clients'’ benefits ecosystem to ensure we optimize the member experience and the client investment
• Proactively and intentionally drive customer health including utilization and ROI across Grand Rounds services to meet client expectations and contractual commitments
• Create, analyze and deliver client reports illustrating Grand Rounds value delivery (e.g. member engagement, utilization, clinical impact and ROI), demonstrating a strategic command of the clients' experience and linking results to the clients key business objectives
• Partner with the consumer marketing team to deliver and execute a robust engagement strategy
• Support business results to ensure customer renewals and accelerate expansions

Qualifications:

• 5-8 years of experience in client success / account management related to benefits and healthcare
• Corporate experience working at a navigator, digital health point solution, carrier/TPA, consulting firm, population health management firm, or related  
• Customer/client experience: Providing services to Fortune 500 clients or other large group plans
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
• Strong results orientation and track record of delivering complex projects that exceed client expectations
• Growth mindset focused on retaining clients and creating opportunities to expand beyond current services 
• Personal accountability; own decisions, actions, and process needed to support healthy long term client relationships 
• Strong communication skills to articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Ability to analyze and interpret data to derive insights that support value delivery and value creation for clients
• Comfort working at a rapid pace and with a high degree of autonomy, within a complex and changing work environment
• Passion for the Grand Rounds mission of raising the standard of health care for everyone, everywhere.
• Experience using Salesforce and other using key account management platforms
• Experience using Google Suite, Slack and ClientSuccess 
• Willingness to travel (estimated up to 25% once we are past the COVID era) 
• Location: Flexible, with preference for major metro areas in the US