Clinical Client Success Manager

Overview

Job Summary:

The Clinical Client Success Manager is responsible for routinely managing client accounts, proactively communicating with all clients, and providing day-to‑day management and operational support of clinical services. Key driver for success in this role is customer engagement and retention.

Work Structure: Hybrid opportunity with continued focus on current responsibilities while supporting Clinical Client Success initiatives.

• Influence and manage client expectations regarding MPOWERHealth products and services.
• Continually seek opportunities to improve operations, including people, processes, methodologies, and technologies.
• Mentor fellow Client Success team members.
• Regularly interact across functional areas with senior management to ensure objectives are met.
• Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.
• Provide the leadership to ensure that clients’ service delivery needs are met in all geographic and functional areas throughout their lifecycle at MPOWERHealth.

• Onboard new clients from initial meeting through scheduling cases with ongoing proactive communication with a high focus on new clients in their first 9 months of onboarding.
• Coordinate with internal departments on implementation of new client business.

• Drive clear thinking and excellent problem solving to a range of business or clinical challenges that may arise.
• Responsible for identifying and executing opportunities to engage clients.
• Develop a trusted advisor relationship with client stakeholders to ensure they are leveraging the MPOWERHealth services to achieve full business value.
• Proactively own and manage service delivery for high‑visibility and high‑touch client relationships.
• Perform regular calls or face‑to‑face meetings with assigned clients to review reporting, additional training needs, project status, review outstanding issues and any new opportunities to integrate additional services.
• Communicate consistently with management regarding key escalations and priority issues.
• Partner with clients and help them follow best practices and optimize use of MPOWERHealth’s services/products.
• Understand short and long‑term client goals and objectives.
• Keep the client informed of key information that may be critical to their success (e.g., new services, client events, or industry changes).
• Proactively manage, measure, track, and resolve client issues to ensure their timely resolution.
• Lead recurring meetings with surgeons.
• Analyze operational metrics, identify trends and problem areas for all assigned clients. Partner closely with functional operational leaders to ensure client needs, Service Level Agreements and business goals are met.
• Serve as the voice of the client, track the pulse of our clients, and help them get the most out of our products and services.
• Drive issue resolution using standard process/procedures in coordination with supporting resources.
• Collaborate with the clinical leaders, analyze, summarize, report, and manage performance data related to business operations.
• Other duties as assigned.

• Perform regular tailored client account reviews to discuss client performance metrics (Service Level Agreement, Client satisfaction).
• Deliver excellent client experience through a data driven approach.
• Monitory and evaluate client satisfaction, identify additional needs that align with MPOWERHealth’s service offerings, and proactively address client concerns or requests.

• Lead and participate in projects that directly impact the client, including process improvement initiatives.
• Improve internal efficiency and client satisfaction by proactively identifying opportunities to optimize existing or new services, processes and tools.
• Recognize and resolve systemic issues to prevent them from repeating.

• Document, track, and support compliance with Service Level Agreements.
• Track client information in Sales Force

• Identify and seek opportunities to cross‑sell MPOWERHealth suite of products and services through finely tuned…