Senior Client Success Manager

ABOUT THE ROLE

Rightway is looking for a relationship driven and operationally savvy Senior Client Success Manager to join our team here s is a high impact role and the successful candidate will be responsible for owning a diverse portfolio of accounts; engaging with key client stakeholders, benefit brokers/consultants and TPAs; delivering value, impact and satisfaction to clients; and bringing the ‘voice of the client’ into internal collaborations with product, marketing, analytics, implementation and sales.

• Responsible for the overall relationship for clients within a diverse portfolio of accounts, including managing external touchpoints, executing contract deliverables, resolving client escalations, delivering quarterly business reviews, securing renewals, and ensuring overall client satisfaction
• Develop meaningful relationships and maintain regular contact with clients, including executive stakeholders and brokers/consultants
• Serve as the main point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams
• Partner with the implementation team to ensure a seamless transition from implementation to client management post launch
• Demonstrate a deep understanding of Rightway products and services and participates in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s navigation solution
• Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures
• Make data driven decisions that support strategic account planning, working with internal and external stakeholders to identify and structure account growth opportunities
• Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and service expansion
• Bring the voice of the client into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure all deliverables and expectations are met

• A bachelor’s degree is required
• 5+ years of direct client-facing experience, with a proven track record of growing client value over time
• Have a background in healthcare technology, digital health, or the employer/health benefit industries
• Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments
• Ability to autonomously lead projects and influence others
• Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
• Motivated, adaptable, results-oriented, and highly attentive to detail
• Quick learner and a self-starter with strong organizational and time management skills
• You thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
• Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
• Excellent communication and presentation skills; you’re an active listener who can break down complex ideas and tailor your message for diverse audiences at any level
• Highly collaborative and excel at working cross-functionally, thinking critically about solutions and collaborating with leaders and teams to address challenges and solve problems
• Experience analyzing data to distill qualitative and quantitative insights, tell a story, and drive action

Offer amounts for both remote and in office roles are influenced by geographic location.

This position is located in our Denver office 3 days a week.

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the  email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey…