44 Client Success Manager Jobs in Nashville, TN
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Charlie Health Behavioral Health Operations is Hiring a Remote Client Success Manager
About the Role
This dynamic role provides supervision and leadership to our care experience team as our team provides an unparalleled treatment experience for patients and families. This position will also focus on developing and overseeing our relationships with referral sources, a critical aspect of our operations.
Our team is comprised of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. We are looking for a candidate who is inspired by our mission and excited by the opportunity to build a business that will impact millions of lives in a profound way.
Responsibilities
- Lead a team of 12-15 care experience specialists to provide exceptional customer support to Charlie Health clients
- Care experience specialists support clients and families by:
- Liaising between the client and admissions, billing, utilization review, outreach and clinical teams
- Resolving client and family concerns and directing to other staff as needed
- Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
- Communicate aftercare resources (ie outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
- Managing client schedule, scheduling and rescheduling appointments
- Ensure direct reports are meeting determined KPIs including: call answer rates, daily talk time, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores
- Complete daily reviews of client census to identify gaps in attendance and assign outreach responsibilities to Specialists as needed
- Complete daily reviews of support cases to ensure all cases are resolved within 24 hours
- Report to team leadership on KPIs, proactively identify performance issues, and escalate to management
- Listen to Care Experience specialist calls for quality assurance purposes and provide regular coaching to Care Experience Specialists
- Serve as an escalation point for client concerns that can’t be resolved by Care Experience Specialists
- Participate in treatment team meetings with clinical staff
Requirements
- Able to work a hybrid schedule of 4 days/week in our Nashville office and located within 75 minutes' commuting distance of the office
- Strong interpersonal, relationship-building, and listening skills
- Ability to thrive in fast-paced environment with attention to detail and quality of client experience
- Bachelor’s degree in psychology, sociology, social work, communications or related field
- Minimum of three years experience managing a team of customer service representatives, or a care coordination or case management team
- Healthcare experience strongly preferred
- Work authorized in the United States and native or bilingual English proficiency
- Proficiency with Slack, Dropbox, Gmail, Zoom, Google Drive, and electronic health records; previous experience managing a team in Salesforce required
- Proficiency in Microsoft Office and G-Suite
Benefits
Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here. #LI-Remote
Note: We are not currently considering applicants in CA, CO, NY, and WA for this position.
Job Summary
Full Time
$95k-134k (estimate)
03/25/2024
04/03/2024
The following is the career advancement route for Client Success Manager positions, which can be used as a reference in future career path planning. As a Client Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Client Success Manager. You can explore the career advancement for a Client Success Manager below and select your interested title to get hiring information.
If you are interested in becoming a Client Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Client Success Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Client Success Manager job description and responsibilities
Customer Success Managers are responsible for creating loyal customers who come back again and again.
02/14/2022: Twin Falls, ID
Build meaningful relationships with each client to truly understand their challenges, and create custom solutions to meet their unique needs.
02/23/2022: Bradenton, FL
Provides on-boarding training, support, and compliance expertise to ensure assigned clients understand and comply with applicable standards and laws for mobile marketing / engagement.
02/18/2022: Vincennes, IN
Manage the renewal process, develop long-term relationships with customers and operate as a client advocate.
03/04/2022: Saint Paul, MN
Provide updates & training to existing clients on any new features that are rolled out.
01/06/2022: Shreveport, LA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Client Success Manager jobs
A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and support brand loyalty.
03/04/2022: Port Arthur, TX
Customer success managers should keep a track of the customer’s product expiration dates and take follow-ups to renew their contracts.
02/01/2022: San Bernardino, CA
The CSM may work with clients to understand their desired outcomes from their Thrive services and sets personalized benchmarks for success.
02/25/2022: Orlando, FL
The Client Success Manager must seeks to develop a positive customer experience, fosters relationships and support brand loyalty.
01/03/2022: Schenectady, NY
Must understand client needs and offer solutions and support.
01/03/2022: Albany, NY
Step 3: View the best colleges and universities for Client Success Manager.
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