Client Success Manager - Remote

Job Description: Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit www.sharecare.com. Job Summary:   Effectively manage ongoing relationships with clients in portfolio.  Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell (add-on business) opportunities and to lead streamlined, effective internal teams to support clients and customers.  Essential Job Functions:   Client Management   Manages high level relationships with assigned accounts while maintaining oversight and adherence to all Client SLAs   Understand and report up to date financial standing of services and Interprets data and make targeted, focused recommendations for future product enhancements   Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add-on services  Uses technical and business development skills to increase client’s utilization of current technology   Tracks, analyzes, creates, and delivers relevant reports and insights   Effectively manages unplanned and ongoing projects/client deliverables on time, and within budget   Collaborate with internal departments to resolve customer issues including resolution of technical and/or customer service problems in a timely manner  Builds and enhances positive working relationships with key clients and internal stakeholders.   Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.   Effectively manage client requests for program changes that may impact Sharecare’s ability to efficiently deliver services  Responsible for creating client profile, Quarterly Business Reviews and gathering Voice of the Customer (VOC) through NPS (Net Promoter Score) and quarterly health checks.   Responsible for tracking add-on opportunities in Salesforce along with updated financial information.  Participate in client strategy and revenue goals for coming year  Contract Renewal   Participate in pre-renewal internal strategy meetings to discuss client issues, problems, needs, opportunities, competitive threats, and alternatives to be proposed.    Support the renewal strategy development, packaging, presentation, and negotiation activities to retain and grow profitable existing business.  Provide renewal and RFP responses as applicable  Utilizes and keeps Salesforce up to date and accurate regarding assigned accounts  Strategic Planning   Drive and support the strategic plans for clients to ensure account retention, growth and short-term tactical plans to ensure client satisfaction  Prepare, in collaboration with Director Client Success the QBR and Annual Review  Reporting   Collaborate with the reporting team to analyze necessary data, develop reports and dashboards and deliver monthly, quarterly and annually  Review and analyze reports for accuracy and outcomes needed to satisfy the client  Consistent, accurate and timely Salesforce usage  Implementation and Service Delivery   Collaborate with implementation team for effective implementation and service delivery of new accounts.  This also includes addition of services for Child accounts  Improve and maintain the implementation process and ensure consistency and success of implementations  Ensure implementation activities are achieved on schedule and as required  Qualifications:   Bachelor’s degree required.  Master’s Degree in business, health administration or clinical specialty is a plus or equivalent work experience in a business development, account management, or customer support role in software or financial services   At least 3-5 years of experience in a client facing role, project management, account management, and comfortable interfacing with all levels of the business   Experience with cloud SaaS based solutions or web applications   Strong communication skills and the ability to speak and write professionally to clients.   Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred  Demonstrated consultative sales and client relationship management abilities   Excellent time management, organization, and planning skills are essential   Able to set priorities, influence others, and manage customer expectations   Demonstrated success in customer relationship management   Able to effectively prioritize and multi-task under tight deadlines   Experience using standard MS Office tools   Strong interpersonal and quantitative skills   Ability to take initiative and exercise independent judgment, decision making and problem-solving expertise   Strong understanding of business SaaS business strategies   Ability to travel as business needs require  Information Governance Accountabilities:   A high-level understanding of the organization’s information governance program and role-specific accountabilities   A thorough understanding of role requirements, including policies, procedures and processes, to include how individual work impacts the organization and its strategic and financial goals; and how tasks and projects affect the integrity of the organization’s data and information   Commitment to discuss questions and recommendati