Client Success Operations Manager

About the role: We're seeking a Client Success Operations Manager to join the Client Lifecycle team with a passion for supporting a client-centered organization. This individual thrives in a fast-paced, dynamic environment. Success in this role includes serving multiple internal customers, developing scalable processes and managing through ideation to execution to drive client retention, renewals, and satisfaction. This position will work cross functionally across the GTM Operations team and with key leaders within Included Health.

Responsibilities:

• Drive organizational change via the Client Success Operations roadmap, prioritize work based on Included Health business, and develop execution plans to completion
• Empower Included Health leadership to make informed client-related business decisions by identifying relevant data points and independently conducting trend analysis
• Leverage strategic and creative thinking to guide the team in implementing innovative new solutions that meet the needs of key internal customers, including the Executive team, Segment leads, and other senior leadership
• Own a variety of processes to report on and forecast the health of our business, including but not limited to: Revenue, retention and other Key Results tracking, client health reporting and analysis, in partnership with Finance, maintain client financial reporting and provide timely changes to our forecasted client revenue, prepare monthly and other regular reports and work with CS leaders for commentary, driving profitability initiatives, maintain supporting platforms, such as ClientSuccess, ensuring access needs, functionality, reporting needs and other aspects as needed, and analysis of data for the end-of-year MBO calculation
• Partner with Enablement to foster new hire and ongoing training support for the CS team. Guide the team in utilizing systems, tools and playbooks, drive understanding, and monitoring for continuous improvement
• In partnership with the Client Lifecycle team, contribute key data to drive client programs and initiatives such as: Client satisfaction survey administration, analysis and action-planning, Executive Sponsor program, product pilots, and incident management
• Build consistency and scalability in processes across all client segments and all parts of the client lifecycle (launch management, upsell, account planning, etc)
• Work collaboratively with Client Success leaders to scope high-impact needs as related to functional areas and coordinate execution within roadmap as appropriate
• Develop deep understanding of organizations’ products, value propositions and client profiles to support CS teams in day-to-day client management
• Maintain strong working relationships with GTM leadership, business operations, general management, FP&A, Accounts Receivable and other cross-functional teams to achieve objectives
• Work on broader GTM Operations projects or initiatives as requested

Qualifications:

• Bachelor’s degree
• 7+ years of professional work experience; success in high-growth and change organizations a plus
• Natural orientation to big picture thinking: the ability to see the forest for the trees and bring focus to big rocks that will make highest impact
• Innate client-centered focus
• Enthusiasm for and experience in reporting and analytics
• Extensive experience in Salesforce.com and Google platform
• Ability to perform multiple projects simultaneously and creatively execute projects
• Proactive and relentless: independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations.
• Strong bias for action and ability to prioritize and execute

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Ability to thrive in a fast-paced, high-intensity work environment.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.