SCOPE
We are looking for a Client Success Manager, ideally with up to 1-8 years of relevant experience who will actively engage and manage the day-to-day operations of our external and internal clients to drive successful solutions for healthcare providers. The Client Success Manager manages overall client relationships and assists in managing processes run by internal Map Care Solutions (MCS) teams. In addition, the Client Success Manager will assist Behavioral Health focused clients with data/reporting needs and with implementation of peer recovery support enrollment processes at our client locations, and, after implementation, will continue to work closely with internal MCS teams to help manage MCS processes for our external clients. The Client Success Manager will also work to maximize and broaden/deepen our relationships with our clients. We view Client Success as a strategic, competitive advantage. If you are passionate about driving value for customers, both external and internal, and ensuring their success using our services, delivering amazing client experiences, are exceptionally detail oriented, and are excited to join an emerging company in the healthcare space, then we look forward to discussing this position with you.
RESPONSIBILITIES
o Own the success of MAP’s external clients, mainly treatment centers and health systems
o Own the success of MAP’s internal MCS Coordinators and Peer Enrollment Specialists, ensuring they are successful with the treatment centers and health systems that they partner with, placing a particular emphasis on ensuring enrollment of patients into MAP Care Solutions is efficient and optimized for maximum enrollments
o Engage in day-to-day communications with external and internal clients to ensure we are maximizing their experience and success with MAP Care Solutions
o Ensure that we are empowering clients to be advocates and references for MAP Health Management and/or MAP Care Solutions
o Lead client implementations from a business/workflow perspective and manage ongoing client relationships to drive exceptional results and ensure client success
o Design and/or build reporting solutions for external and internal stakeholders as needed, in consultation with the Senior Director, Client Success & Analytics
o Work closely with department leadership (and other departments within MAP as needed) to problem solve, troubleshoot, and proactively surface issues before they become real problems
o Assist with the technical aspect of implementation, involving flat-file data loads into our database environment)
o Drive continued MAP Care Solutions engagement, including contract renewal
o Identify upsell opportunities for your clients, where applicable
o Strategically incorporate external and internal client feedback into the MAP platform and reporting capabilities through the MAP product management team
KNOWLEDGE, SKILLS, AND ABILITIES
o 1-8 years of relevant work experience
o Experience in supporting healthcare clients is a BIG plus
o Experience in the behavioral healthcare space is an even BIGGER plus, especially if you have experience and/or working knowledge of the behavioral health and substance use disorder landscape
o Experience supporting internal client stakeholders
o Proven track record leading client engagements with demonstrated ability to guide strategy and deliver positive results for clients
o Demonstrated history of owning client relationships, including implementation, renewal, and upsell
o Experience managing client implementations and post-implementation success across multiple stakeholders and clients
o Demonstrated project management skills, with proven experience managing multiple projects/clients simultaneously
o Demonstrated ability to efficiently manage multiple projects simultaneously in different phases of the client relationship (e.g. implementation; post-implementation; etc.)
o Excited about immersing yourself in client success, technology, and client support
o Excellent verbal and written communication skills, with the ability to confidently present to executive-level audiences
o Intermediate to advanced SQL skills and a demonstrated understanding of relational database concepts a plus, but not required
o Experience with Salesforce is a major plus
o Up to 20% travel may be required
PERSONAL ATTRIBUTES
o A genuine desire to provide superior customer service
o Creative, resourceful, exceptionally detail-oriented, and highly organized
o Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented startup environment
o Ability to absorb new ideas and concepts quickly
o Strong analytical and problem-solving abilities
o Ability to effectively prioritize and execute tasks in a high-pressure environment
o Ability to present ideas in business-friendly and user-friendly language
o Excellent written, oral, interpersonal, and presentation skills
o Experience working in a team-oriented, collaborative environment
o Ethics: Be honest and trustworthy
o Respect: Be professional and courteous
o Quality: Yield specimen integrity and compliance
o Efficiency: Be proactive and autonomous
o Service: Provide exceptional customer service
We're an award-winning company that uses cutting-edge, technology-enabled, peer recovery support services to improve the lives of those affected by Substance Use Disorder. Based in Austin, Texas, our passionate team turns a combination of decades of experience in peer services, SUD treatment, predictive analytics, outcomes data analysis, strategic partnerships, and strong coffee into real results that impact individuals and families all over the country. We have a variety of roles at our company, but everyone’s goal is the same: revolutionizing addiction recovery to improve outcomes.
We are a mission-driven organization that takes care of our people; our most valuable resource. We provide an excellent benefits package that includes:
· A supportive company culture that values what you bring to the table while still giving you the opportunity to learn, grow, and advance your career
· Access to employee sponsored and voluntary medical coverage and life insurance
· 100% paid employee only dental, vision, short term disability, long term disability, and basic life insurance.
· 401(k) plan with employer match
· Generous PTO package
· Employee Assistant Program
· Business-casual environment
· Free snacks & beverages