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Client Success Manager

4 months ago

Other US Location IntelyCare Full time

Client Success Manager (CSM)

At IntelyCare, purpose matters We are changing the future of healthcare by changing the future of work for nurses. We've built our mission-driven company on the idea that nursing professionals deserve better and when they are happy, patient care is elevated, and our healthcare systems thrive. Through our easy-to-use app and platform, nursing professionals get the pay, freedom, and flexibility they deserve while our partnered facilities get access to nursing resources when and where they need them.

As a Client Success Manager (CSM), you will play a crucial role in building and maintaining relationships with a specific region or segment of accounts / customers (Strategic, Enterprise and Partner Accounts) in understanding the demand and pipeline needs for optimal staffing through IntelyCare solutions.

Utilizing expert knowledge and solid understanding of the nursing pool within the defined market areas, accountable to Create and execute a highly engaged with our network of nurses (IntelyPros). The CSM is responsible for ensuring the high engagement, connectivityand satisfaction of our nursing professionals to ensure meeting or exceeding customer needs. Guide nursing team to maximize their experience with IntelyCare and to ensure shift acceptances.

As a problem solver and business partner you will focus on market performance and needs; nursing staff experiences and drive solutions and approaches to attain higher engagement and acceptance of shifts.

Essential Duties & Responsibilities

  • Gain expert knowledge of IntelyCare solutions and market needs through participation in market performance and team meetings translating business opportunities into action for optimizing nursing resources and engagement. As an integral member of the Revenue team, develop and foster close connection and partnership with nursing staff in the respective market to meet or exceed financial goals.

Build and Maintain Relationships:

  • Utilizing market knowledge current and future, identify the right network of per diem staff to drive connectivity and understanding of opportunities with IntelyCare customers
  • Develop confidence and trust with our network of nurses, including Certified Nursing Assistants (CNA), Licensed Practical Nurses (LPN), and Registered Nurses (RN). Identifying obstacles and solutions to increase shift acceptance and performance
  • Create feedback loop with revenue team to ensure current knowledge of facility experiences through the eyes of IntelyCare nurse staff
  • Determine and utilize best practices and touch points to ensure shirt acceptance, reliability and highest level of quality care via daily via phone, text, and email to understand their needs and concerns.

Nurse Support

  • Ensure effective and seamless introduction, onboarding and excitement as nurses navigating their journey from first shift acceptance to consistently completing shifts ultimately meeting / exceeding customer / account expectations
  • Identify areas of concerns and trends with potential solutions and seamlessly partner across internal teams to ensure remediation of concerns.
  • Partner with Clinical Quality, P&C, Operations on a regular basis to ensure seamless understanding of nurse . facility needs and identify solutions as appropriate.
  • Escalate and resolve areas of concern raised by nurses in a timely manner.

Performance Monitoring

  • Proactively monitor nurse engagement and performance, flagging potential issues and areas for improvement partnering with Clinical Quality and / or P&C as appropriate
  • Collaborate with internal departments to drive changes and innovations that enhance the experience for nurses.

Communication & Collaboration

  • Report on trends and recommendations to improve overall achievement of revenue goals with the appropriate revenue team members.
  • Identify and communicate opportunities to build revenue and improve shift acceptance and quality of care.
  • Work closely with Account Management, Sales, and the Regional General Manager to achieve company targets and objectives.
  • Act as an internal liaison between departments to facilitate communication and cooperation for the benefit of nurses.

Sales Achievement

  • Identify and recommend solutions to address disengaged staff as well as identifying solutions for the "right" nurses to be re-engaged.
  • Identify top performers to drive continued acceptances and loyalty to IntelyCare
  • Alert the sales team to potential sales opportunities by leveraging nurse relationships.
  • Update Customer Relationship Management (CRM) system to notify the company of nurse changes and activities.

Qualifications

  • Demonstrated ability to foster close partnerships and attain business results.
  • Drives high engagement and connectivity to the mission of IntelyCare to achieve a win/win for our nurses and customers.
  • At least 1-2 years of experience in recruiting, placement, or account management.
  • Experience with Salesforce or another CRM tool is preferred.
  • Comfortable with technology, including software and applications.
  • Strong communicator with excellent interpersonal skills to build rapport with nurses.
  • Problem solver with an openness to change and a willingness to continuously develop.
  • Positive attitude, strong work ethic, and an organized approach to work.

Physical Demands

  • While performing the duties the physical requirements are:
  • Office Based Positions provides hybrid work arrangement with 3 days in office; must have private space to work remotely, if remote work is desirable up to 40% of the work week
  • Constantly reach to use computers, monitors, and other office equipment
  • Constantly need to view objects at close and distant ranges
  • Constantly communicate with others verbally and in writing
  • Frequently required to sit or stand
  • This position functions in an office and technical environment and requires fine manipulation and simple grasping to utilize the computer and other standard office equipment.
  • Required occasional lifting and transporting of items weighing up to 25 lbs.
  • This position may require occasional travel.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please be aware, qualified candidates will be contacted directly via email by an IntelyCare Talent Acquisition Partner, from an IntelyCare email address.