Client Experience Manager

Marpai Administrators is a technology company transforming the Third-Party Administration sector serving employers with self-funded health plans. Marpai Administrators (“Marpai”) is an AI-powered national TPA (third party administrator) using deep learning and machine learning to maximize population health outcomes with the greatest cost efficiency for any health plan budget. We create healthier members and a healthier bottom line. Marpai proactively targets at-risk members with meaningful clinical interventions to improve outcomes.

ABOUT THE POSITION:

This role will provide leadership to a team of account managers while managing multiple strategic partner relationships. Reporting to the SVP of Client Experience, you will put the customers first and ensure excellence in service delivery while driving improvement in overall client metrics including satisfaction and retention. You will be responsible for supporting the success of your service team’s initiatives, processes and tools, regularly establishing goals for continuous improvement. You will coach and mentor team members through complex problems and be the point of accountability for escalated client issues.

WHAT YOU WILL BE DOING:

• Maintains a working in depth knowledge and understanding of the Marpai products; where applicable and relevant, using additional resources where available and appropriate.
• Works closely with the Implementation Manager to develop seamless handoff processes into ongoing service.
• Develop overall strategies on best practices and processes for the team.
• Acts as escalation point for sales and client related service issues.
• Recognizes and monitors service metrics identifying trends, strengths and opportunities.
• Ensures long term client satisfaction and retention.
• Monitors client satisfaction through regular, proactive internal and external meetings.
• Understand client specific success criteria for maintaining a positive, long term relationship.
• Ensures excellence in preparation for strategic account reviews for our largest clients.
• Ensure repeatable demonstration of our added value to our small and mid-size clients.
• Understands the appropriate instances when client push back is required; and assists or delivers the appropriate message in a manner that does not damage the relationship
• Identifies and implements client focused processes and solutions
• Ensures team members follow established processes for delivering exceptional client service
• Ensures team members take full ownership in solving client problems and eliminating repetition of the same
• Routinely seeks client feedback and uses this information to address any breakdowns in practices and processes to improve your team and the client experience
• Removes barriers to team members delivering high quality client service
• Provides regular status reports to stakeholders
• Monitors and provides updates on the status of outstanding issues and process improvements
• Assists in driving cross-selling/upselling activity for their respective teams in efforts to meet or achieve our revenue targets
• Be an effective and efficient liaison between all portions of the team such as client, operations, service center, data management, production support and technology
• Other duties as required
  
  
  

What Success Looks Like

• Consistently receive positive client and service satisfaction survey ratings
• Consistently improve client retention
• Your team’s clients seek to purchase additional services from Marpai
• Internal teams look forward to working with you
  
  
  

What Do You Need

• Minimum 5 years of account management experience with results in the TPA or self-funded benefits industry
• Minimum 5 years of experience leading high performing account management teams
• Four-year college degree preferred, or experience equivalent is preferred
• Strong verbal and written communication skills to effectively and accurately execute duties
• Exceptional customer service and relationship skills to ensure timely response, effective resolution and build consensus
• Thorough understanding of stop loss contracts and renewal process
• Dedicated follow up skills leading to timely and effective completion of duties and resolution of tasks
• Superior organizational skills and attention to detail enabling efficient, effective and comprehensive solutions/resolution
• Flexibility in work schedule to meet demands of clients and colleagues as well as meet deadlines consistently
• Broad knowledge and understanding of broker and consultant channels and competitive market leading to success in those related channels.
• Able to work independently in a fast paced environment.
  
  
  

WORK REQUIREMENTS:

• Fast paced, dynamic work environment requiring the ability to be adaptive, innovative and flexible
• Travel minimal
  
  
  

WHY WORK AT MARPAI?

We have great benefits:

• Generous PTO
• Medical and Prescription
• EAP
• FSA / HSA / Dependent Care
• Dental
• Vision
• Life and Disability
• STD/LTD
• Voluntary Benefits: Critical Illness, Accident, Hospital
• 401k with Employer Match
• LegalShield
• Identity Theft Protection
  
  
  

Marpai is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

This is a remote position.