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Client Success Manager

2 months ago

Overland Park, United States NavMD Full time

Knowledge is Power

The blueprint to fix health benefits starts with data -- our platform makes it easy to answer the toughest questions: What happened? Why did it happen? What's going to happen? and What can we do about it? Actionable insights guide partners to build the right team and implement proven strategies and solutions to build a high-performance plan.


NavMD is a health data analytics company that empowers partners to stand out in a competitive crowd and gives users more time to work on the business instead of in the business.

Members of the Client Success team are tasked with delighting customers from day one with a smooth and efficient onboarding experience. Once they are “live”, the Client Success team delivers high-impact training and ongoing customer support. The level of engagement and the quality of those interactions cannot be outdone by any company in the world.


Responsibilities:

  • Oversee a book of business
  • Be the voice of your clients
  • Provide unprecedented levels of support and engagement
  • Provide initial and ongoing training and support throughout the customer journey
  • Initial AVISO Analytics platform training once plans go live
  • Custom report training and ongoing training
  • Actively engage in activities to drive product adoption
  • Conduct Business Reviews with clients on a semi-annual basis
  • Maintain a consistent cadence with clients to help them unlock additional value
  • Understand, identify, and maximize opportunities for client expansion
  • Help clients realize the value of having their plans in AVISO in order to add more plans
  • Identify opportunities to connect strategies with point solution partners that add value
  • Convert Freemiums into full access to AVISO
  • Manage renewal of contracts within your book of business
  • Create advocates of NavMD
  • Improve Net Promotor Scores, Customer Satisfaction Scores and drive loyalty by way of exceeding expectations
  • Respond to both positive and negative feedback from Voice of the Customer campaigns to both learn from, and correct issues
  • Work with leadership to engage your customers in referral programs
  • Celebrate client wins and reward them for their partnership
  • Continuously improve client relationships by adhering to the NavMD nurturing strategy
  • Proactive engagement of clients that reinforces NavMD’s value
  • Drive customer loyalty
  • Understand key metrics and KPIs
  • Client Health scores
  • Retention rates
  • Net Promotor Scores
  • Outstanding tickets
  • Touchpoint frequency


Required Skills/Abilities:

  • Broad knowledge of the health insurance industry, employee benefits, self-funding, value-based insurance plan design, underwriting, and analytics
  • A keen understanding of how to create positive outcomes for customers
  • Excellent verbal and written communication skills, accompanied by a confident, calm, and clear communication style


​​​​​​​Education and Experience:

  • Experience working in employee benefits; account servicing, analytics, or underwriting
  • Proficiency with Microsoft Excel (Pivot Tables, Building Formulas, Cell Formatting)
  • Experience managing large datasets with functions: IF, SUM, INDEX, MATCH, VLOOKUP


NavMD is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.