Manager, Client Success

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients.

With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives.

Labcorp is seeking a remote Manager, Client Success to join our Gaps in Care team.

• Maintain and enhance client relationships with existing customers by creating strategies with emphasis on supporting client and internal business objectives.
• Identify expansion and portfolio performance improvement opportunities by understanding client strategic initiatives and solutioning for quality improvement and health outcomes.
• Accountable for client retention and satisfaction, understanding client needs, objectives, and pain points related to quality performance and gaps in care solutions.
• Operate as a consultative partner to enterprise clients, creating plans to successfully retain and grow our impact in alignment with client goals.
• Clear articulation of client goals to internal audiences, serving as the quarterback for the delivery on those goals.
• Proactive management of enterprise accounts and initiation of strategic discovery conversations to identify growth opportunities within assigned book of business.
• Collaborate cross-functionally to ensure successful service delivery of services.
• Demonstrate accountability with a clear understanding of contractual obligations, service level agreements, and key performance indicators to optimize client relationships and deliver exceptional service.
• Exhibit excellence and influence with a broad set of internal and external stakeholders to arrive at mutually agreeable solutions to complex problems.
• Own and drive recommendations to ensure success.
• Maintain internal reporting and documentation requirements in Salesforce and applicable areas.
• Successfully build and execute an annual retention plan.
• Provide timely and accurate forecasts of book of business revenue according to program, timeline and value.
• Lead training for other teams to educate on programs and provide market updates.
• Act with courage in providing recommendations to optimize ways of working together and outlining strategies to work smarter.

• Bachelor’s degree
• 7 years’ experience of customer-facing experience, in a role such as customer success, account management, customer support and/or sales managing complex health plan customers and successfully growing and retaining accounts.

• Strong understanding of quality performance programs including HEDIS, Medicare Stars, NCQA, and other quality ratings systems.
• Experience using Salesforce tools such as
• Ability to prioritize and manage multiple tasks, creatively solve problems, and upscale obstacles as needed.
• Strong executive presence with excellent written and verbal presentation skills.
• Strong interpersonal skills with the ability to form relationships with decision makers and influencers at all levels within the organization.
• Analytical and problem-solving skills to influence, negotiate and close deals successfully while…