Customer Success Manager

Position Summary

The Customer Success Manager will partner with payer and internal employees to provide comprehensive support for assigned contracts. It is expected that organization, project management, and relationship management will be key components of this role.

Essential Functions

• Manage accounts by representing your team externally with clients and internally by working in all supporting positions within CCNC.
• Manage client input and feedback for all projects with detailed direction and timelines.
• Establish and build strong working relationships with business leaders at all levels.
• Manage day-to-day client communication and ongoing relationships as it relates to current, new and upcoming projects.
• Manage and coach CCNC staff in other departments as it relates to operational or contractual concerns
• Proactively remain connected to clients and the ever-changing market to access new opportunities and ensure all viable clients are engaged on a regular and effective basis.
• In coordination with other members of the Business Development team, establish, develop, and maintain strong business relationships with health plan key contacts
• Coordinate account level communication between CCNC and/or CCPN operations teams and payer
• Serve as the internal subject matter expert on assigned payer contracts
• Facilitate internal meetings to monitor payer specific deliverables and compliance with contractual obligations
• Successfully implement payer's deliverables to include addressing concerns, reporting on progress toward resolution of client concerns and issues, and providing regular, timely updates
• Monitor business critical decisions that may impact contractual deliverables and ensure on-going communication
• Plan, coordinate, document, and report on meetings, action items, and payer interactions throughout the contract duration
• Identify performance gaps and engage appropriate CCNC leadership and stakeholders to resolve barriers to meeting customer product / service requirements and performance expectations as needed
• Identify and engage appropriate resources from project management, population health, and/or analytics and technology teams to ensure deliverables meet company and payer expectations
• Troubleshoot practice specific contract issues and facilitate timely resolution with the payer
• Develop and monitor an annual contract compliance plan for all assigned contracts
• Manage account risks by collaborating with Business Development team, leadership, and internal stakeholders to identify and implement appropriate mitigation strategies

Qualifications

• Bachelor's degree preferred
• Two to five years of experience working within a medical practice, provider organization, or health plan is required.
• Account management, client services, or related experience is preferred.
• Experience with project management or account management
• Proven ability to consistently and positively contribute in a fast-paced environment
• Ability to effectively communicate with client leaders of all levels (C-level down to entry-level support roles)
• Ability to work independently and manage personal and team member time, keeping deliverables and deadlines top of mind
• Strong writing, phone, and presentation skills
• Creative thinking and problem-solving aptitude

Knowledge, Skills, and Abilities

• Experience with Medicaid, Medicare, and health plan contracts
• Analytical skills including problem resolution and strategic reasoning skills
• Project management/organizational, attention to detail, and multi-tasking skills
• Ability to work across and coordinate activities in a matrixed organization to achieve results
• Excellent verbal and written communication skills
• Ability to develop strong team relationships and bring individuals together to focus on team goals

Working Conditions

• The job environment is a combination of office, work at home, and medical facility environments
• Exposure to general office conditions as well as communicable diseases could occur
• Exposure to general office and household conditions including minor physical inconveniences, discomfort in the work setting, or sitting for moderate periods of time and repetitive wrist motion
• There is occasional lifting of 20-30 pounds necessary to complete a task
• Travel using personal vehicle may be required within the region and/or the State
• The job environment can be intense as high volume, repetitive work is an expectation
• Core Hours are 8:00am to 5:00pm, Monday - Friday

The above statements are intended to describe the general nature and level of work performed in this position and are not to be construed as an all-inclusive list of duties, skills, and responsibilities. In signing this job description, I confirm that I understand and am able to fulfill the terms of the position as set forth above.