Enterprise Client Success Manager; PST​/MST

Description

Position:
Enterprise Client Success Manager

Job Type: Exempt - Full-time

Schedule:

Monday to Friday - PST/MST Time Zones Prioritized

Pay: $76,000 to $90,000 annually

Reports to:

Vice President of Client Success

This role is 70% remote with an estimated 30% travel.

The Enterprise Client Success Manager is responsible for building and maintaining strong relationships with a range of Lumata Health’s existing accounts, ranging from front line staff to executive leaders. This role involves handling partner inquiries, finding solutions to client issues, monitoring practice performance and trends and responding accordingly, preparing monthly reports and business reviews, and identifying opportunities to expand to new providers and practices across your account set.

The development of strategic account plans, inclusive of patient engagement, practice education, and the ability to curate and present outcomes reports that communicate the value of the Lumata Health solutions is essential.

• Serve as relationship owner, product expert and eye health advocate for a book of business composed of enterprise clients, providers, patients, and practice staff.
• Provide support and prompt responses to client queries and issues whether by email or phone. Keep the Lumata Health team informed on open issues, actions, and account strategy.
• Deliver key client feedback and spearhead projects cross-functionally to drive process improvements.
• Ensure regular communication with practice’s administrative and clinical leads, including Domain Champions and Providers, to ensure successful adoption of Lumata’s care services.
• Review key performance dashboards and metrics and respond with a plan in response to prevailing trends.
• Review practice performance and evaluate opportunities for expansion to incremental practices and providers.
• Act as the primary liaison between our practice partners and the Lumata Care Team.
• Own the weekly and monthly reporting for new practices, as well as monthly service utilization reports and other ad hoc requests.
• Perform the due diligence necessary to prepare monthly and quarterly presentations, and collaborate with the Lumata team to deliver those presentations to practice leadership.
• Own the client lifecycle overseeing implementation, contract renewals, expansions, and engagement strategy. This will include:
  • Timely action plans
  • Engagement campaign ideation, strategy & execution
  • Ongoing reporting and insights to deliver data‑driven recommendations and
  • Business review creation and presentation to client leaders, providers, and staff.

• Bachelor’s degree in Business or a relevant field (Required)
• Minimum of 5-7 years of experience in account management, including responsibility for executive level engagement across a range of accounts; experience handling Enterprise-level relationships a plus.

• Proven track record of successfully retaining and developing customer relationships at all levels of an organization, ideally in health care with preference toward specialty clinics and ophthalmology in particular.
• Very comfortable working cross-functionally and able to pivot between groups as diverse as Care Teams, IT, and Sales.
• Demonstrated ability to leverage a growth mindset, identifying opportunities to cultivate client relationships and identify potential barriers which would prevent service expansion.
• Strong communication, presentation and persuasive abilities.
• Analytical mindset with an ability to evaluate data, trends, and performance metrics and draw useful insights.
• Proven success developing strategic account plans which result in upsell and expansion of services within existing client footprint.
• Client-focused approach with a commitment to delivering an exceptional partner experience.
• Comfortable in a fast-paced, changing environment characteristic of a healthcare startup.
• Proficiency in using Sales Force, Google Suite, and other project management tools and technology in support of your accounts.
• Ability and willingness to travel (approximately 30%) in support of launches, expansions, business meetings, and events.

• Must…