Client Success Manager is a key role at CareRev, responsible for the day-to-day management and growth of assigned essential accounts within the healthcare sector. The Client Success Manager functions as the primary orchestrator for each account, focusing on opportunities for growth, expansion and optimizing the client's workforce through CareRev's technology.

The mission is to execute the strategic vision set by the Value Realization Plan, ensuring client loyalty, revenue growth, and CareRev's reputation as a trusted partner in healthcare workforce solutions.

What You’ll Do:

Strategic Client Management:

• Execute the Value Realization Plans (VRP) that align with assigned clients objectives
• Continually adjust account strategy to help client attain goals - create, own and execute Client Success Plans (CSP)
• Foster and nurture relationships with assigned accounts, ensuring their needs are met and expectations exceeded
• Regularly review client feedback, ensure concerns are addressed promptly, and uncover optimization and expansion opportunities

Cross-Functional Collaboration:

• Build and foster interdepartmental relationships to support a Client-Centric POD
• Work closely with all Client Enablement Leaders, within the POD, to provide seamless client experiences: 
• Service Delivery Manager to support all service delivery functions, internal POD metrics, processes and workflows within the POD
• Client Experience Lead to support resolution of client requests, product adoption and client relationships at the facility operator level
• WorkForce Consultant to support clinical relationships, professional feedback, facility best practices, industry solutioning and product enhancements
• Professional Funnel Lead to support professional pool and client demands
• Professional Services to support recruiting, professional experiences and client experiences
• Partner with Marketing to help facilitate client engagement for white papers, case studies, webinars, conferences, podcasts, etc 
• Partner with Sales to drive growth, expansion, and/or new business

Technology Integration:

• Monitor the effectiveness of CareRev's solutions integrations and continue to identify areas of opportunities 
• Educate clients on new features, services, and industry best practices, positioning yourself as a trusted advisor 
• Offer and organize on-going training sessions and support as defined by the service organization to increase technology adoption rates among clients
• Quarterly provide client with CareRev’s Product updates and road map

Client Engagement & Growth:

• Conduct Quarterly Business Reviews (QBRs) and/or Yearly Business Reviews (YBRs) 
• Collaborate with clients to set mutual goals, track progress, and ensure that CareRev's solutions align with their strategic objectives
• Provide monthly progress reports and analysis to help clients move toward optimization and growth

Operational Excellence:

• Leverage Business Intelligence data to identify areas of improvement and optimization
• Support streamlining the client onboarding process with clear documentation, communication, training, and engaging the appropriate support channels

Feedback Loop:

• Maintain an open channel for client feedback, prioritize based on impact, and ensure implementation by the appropriate CareRev department
• Partner with the Product Development team, Technical Delivery Lead and WorkForce Consulting Lead to communicate and document enhancements based on client needs
• Escalate client risks and potential utilization changes to Sr. Director of Client Success and VP of Client Success for company wide awareness and enable swift response

Financial Oversight and Contract Negotiation:

• Track year-over-year growth by account and ensure that revenue, margin and technology integration targets are met or exceeded
• Lead conversations internally and with clients to negotiate and renew contracts to secure continued client commitments
• Lead conversations internally and with clients to negotiate contract amendments
• Utilize Market Rate data to guide rate negotiation discussions

Market Insight & Thought Leadership:

• Utilize internally captured research data to drive future revenue within your accounts 
• Stay abreast of healthcare trends, regulations, and challenges engaging in ongoing professional development

Networking & Relationship Expansion:

• Engage in regular networking events, conferences, and introductions within client organizations
• Build relationships with multiple stakeholders within the client organization, not just the primary contact

Accountability & Reporting:

• Communicate progress weekly on owned initiatives, provide recommendations to manage peak workloads
• Regularly update and review Account/Client Success Plans with POD leaders to ensure alignment and progress
• Ensure that all Client activity and updates are updated in SalesForce weekly (minimum)

Key Deliverables:

• Continued growth of the VRP supported by Sr. Director of Client Success
• Developed and regularly updated Client Success Plan
• Net Revenue achieved per account/book of business
• QBRs/YBRs
• Bi-weekly/monthly account status calls with supporting reports/metrics
• NPScore
• SF transactions
• Forecasting - by account, by specialty

What We’re Looking For:

• Bachelor’s degree or equivalent professional experience
• 3 years in relationship management roles within healthcare (consulting, account management, etc.)
• Experience in covering SaaS products and supporting customers
• Proven track record generating trust among healthcare clinical leadership and staffing team management
• Proven success in developing relationships with essential leaders/executives
• Proven success in growing business in existing accounts; upselling, cross-selling
• Customer Relationship Management (CRM) required (Salesforce preferred)
• Ability to travel 20% - 30% of the time to hospital facilities

The anticipated salary range for this position is $57,906.00 - $104,415.00. Equity, bonus or commission and benefits may also be provided as part of the total compensation package, depending on the position offered. If given an offer, the exact salary amount offered will ultimately depend on multiple factors, which may include the successful candidate's skills, experience, education and other qualifications as well as the candidate's location of residence.