Client Success Operations Manager
Included Health
Customer Service, Operations
Remote
Posted on Friday, April 26, 2024
About the role:
We're seeking a Client Success Operations Manager to join the Client Lifecycle team with a passion for supporting a client-centered organization. This individual thrives in a fast-paced, dynamic environment. Success in this role includes serving multiple internal customers, developing scalable processes and managing through ideation to execution to drive client retention, renewals, and satisfaction. This position will work cross functionally across the GTM Operations team and with key leaders within Included Health.
Responsibilities:
- Drive organizational change via the Client Success Operations roadmap, prioritize work based on Included Health business, and develop execution plans to completion
- Empower Included Health leadership to make informed client-related business decisions by identifying relevant data points and independently conducting trend analysis
- Leverage strategic and creative thinking to guide the team in implementing innovative new solutions that meet the needs of key internal customers, including the Executive team, Segment leads, and other senior leadership
- Own a variety of processes to report on and forecast the health of our business, including but not limited to: Revenue, retention and other Key Results tracking, client health reporting and analysis, in partnership with Finance, maintain client financial reporting and provide timely changes to our forecasted client revenue, prepare monthly and other regular reports and work with CS leaders for commentary, driving profitability initiatives, maintain supporting platforms, such as ClientSuccess, ensuring access needs, functionality, reporting needs and other aspects as needed, and analysis of data for the end-of-year MBO calculation
- Partner with Enablement to foster new hire and ongoing training support for the CS team. Guide the team in utilizing systems, tools and playbooks, drive understanding, and monitoring for continuous improvement
- In partnership with the Client Lifecycle team, contribute key data to drive client programs and initiatives such as: Client satisfaction survey administration, analysis and action-planning, Executive Sponsor program, product pilots, and incident management
- Build consistency and scalability in processes across all client segments and all parts of the client lifecycle (launch management, upsell, account planning, etc)
- Work collaboratively with Client Success leaders to scope high-impact needs as related to functional areas and coordinate execution within roadmap as appropriate
- Develop deep understanding of organizations’ products, value propositions and client profiles to support CS teams in day-to-day client management
- Maintain strong working relationships with GTM leadership, business operations, general management, FP&A, Accounts Receivable and other cross-functional teams to achieve objectives
- Work on broader GTM Operations projects or initiatives as requested
Qualifications:
- Bachelor’s degree
- 7+ years of professional work experience; success in high-growth and change organizations a plus
- Natural orientation to big picture thinking: the ability to see the forest for the trees and bring focus to big rocks that will make highest impact
- Innate client-centered focus
- Enthusiasm for and experience in reporting and analytics
- Extensive experience in Salesforce.com and Google platform
- Ability to perform multiple projects simultaneously and creatively execute projects
- Proactive and relentless: independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations.
- Strong bias for action and ability to prioritize and execute
Physical/Cognitive Requirements:
- Prompt and regular attendance at assigned work location.
- Ability to thrive in a fast-paced, high-intensity work environment.
- Ability to remain seated in a stationary position for prolonged periods.
- Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
- No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
- Ability to interact with leadership, employees, and members in an appropriate manner.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $106,700 - $158,700 + equity + benefits
Zone B: $88,900 - $132,250 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share your geographic zone alignment upon inquiry.
In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
11 Holidays Paid with one Floating Paid Holiday
Work-From-Home reimbursement to support team collaboration and effective home office work
24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.