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

Job Summary:

The role involves effectively managing ongoing relationships with clients in the portfolio. The focus is on enhancing and nurturing existing relationships to ensure client retention, identifying upsell opportunities, and leading internal teams to support clients effectively.

Essential Job Functions:

Client Management

• Manage high-level relationships with assigned accounts, maintaining oversight and adherence to all Client SLAs.
• Understand and report the financial standing of services, interpret data, and make focused recommendations for product enhancements.
• Maximize existing services and seek opportunities to add new services.
• Use technical and business skills to increase client utilization of current technology.
• Track, analyze, create, and deliver reports and insights.
• Manage projects and client deliverables on time and within budget.
• Collaborate with internal departments to resolve customer issues promptly.
• Build positive relationships with key clients and internal stakeholders.
• Manage workflow independently, resolve problems, and meet deadlines.
• Handle client requests for program changes affecting service delivery.
• Create client profiles, conduct Quarterly Business Reviews, and gather Voice of the Customer data.
• Track add-on opportunities in Salesforce with updated financial info.
• Participate in client strategy and revenue planning.

Contract Renewal

• Participate in pre-renewal strategy meetings to address client issues and opportunities.
• Support renewal strategies, packaging, presentations, and negotiations.
• Respond to RFPs and maintain accurate Salesforce records.

Strategic Planning

• Drive and support client retention and growth strategies.
• Prepare Quarterly Business Reviews and Annual Reviews with the Director of Client Success.

Reporting

• Collaborate on data analysis, report development, and dashboard creation.
• Review reports for accuracy and client satisfaction outcomes.
• Use Salesforce consistently and accurately.

Implementation and Service Delivery

• Work with the implementation team for effective onboarding of new accounts.
• Improve and ensure consistency in the implementation process.
• Ensure implementation activities meet schedules and requirements.

Qualifications:

• Bachelor’s degree required; Master’s in business, health administration, or clinical field is a plus.
• 3-5 years in a client-facing role, project or account management, preferably in healthcare or SaaS environments.
• Experience with cloud SaaS solutions or web applications.
• Strong communication skills, both written and verbal.
• Experience in healthcare settings or diverse healthcare experiences preferred.
• Proven sales and client relationship skills.
• Excellent organizational and time management skills.
• Ability to prioritize, influence, and manage customer expectations.
• Proficiency in MS Office and Salesforce.
• Strong interpersonal and analytical skills.
• Ability to work independently, exercise judgment, and solve problems.
• Understanding of SaaS business strategies.
• Willingness to travel as needed.

Information Governance and Compliance:

• Understand and adhere to the organization’s information governance policies.
• Maintain confidentiality and comply with HIPAA and other regulations.
• Report unethical activities and maintain HIPAA certification.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will be considered without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, disability, or protected veteran status.