Client Experience Manager

Client Experience ManagerRialtic is an enterprise software platform empowering health insurers and healthcare providers to run their most critical business functions. Founded in 2020 and backed by leading investors including Oak HC/FT, F-Prime Capital, Health Velocity Capital and Noro-Moseley Partners, Rialtic's best-in-class payment accuracy product brings programs in-house and helps health insurance companies gain total control over processes that have been managed by disparate and misaligned vendors. Currently working with leading healthcare insurers and providers, we are tackling a $1 trillion problem to reduce costs, increase efficiency and improve quality of care.As a Client Experience Manager, you will be responsible for understanding the client's business goals and aligning the company's offerings to achieve those objectives. You will actively monitor account health, identify risk factors for churn, and work on strategies to increase engagement and satisfaction. By combining account management duties, such as overseeing service delivery and coordinating renewals, with a success-focused mindset, you will ensure a seamless client experience that not only maintains but also enhances the value provided to the client over time. This holistic view of the client lifecycle aims to foster long-term loyalty and growth for both the client and the company.You are:Organized: You can manage highly interdependent, complex projects and keep various work streams on track.Autonomous: You work well independently and have experience collaborating with cross-functional teams with multiple deliverables.Ambitious: You are eager to make an impact at Rialtic. You thrive in a fast-moving, dynamic, hyper-growth environment and can operate fluidly between the 30,000-foot strategy level and the micro-detail to get things right.A team player: Client Experience collaborates across every team at Rialtic. You are able to work with a range of disciplines to execute on your work.You will:Client Engagement:Lead the post-sale engagement, retention, and growth of your clients, partnering closely with the Client Success Lead.Serve as the primary point of contact for clients, addressing inquiries and resolving issues.Conduct regular check-ins with clients to assess satisfaction and identify areas for improvement.Own the overall health and success of your portfolio by assessing client needs, rolling out communication and engagement initiatives, reporting results, and developing strong, long-term, consultative relationships with clients.Platform Navigation:Assist clients in navigating the Rialtic platform, including the Dashboard, Policies, Claims, Exclusions, and Changelog pages.Master the Rialtic platform and product features to effectively communicate with clients and internal stakeholders.Drive regular usage and adoption of features.Identify and surface non-obvious use cases where the platform can create value.Collaborate with Product and Content teams on client-facing materials and release planning.Support and Training:Deliver training sessions and create documentation to ensure clients are proficient with platform features.Troubleshoot client issues related to the app, escalating to technical teams as necessary.Monitor and respond to client support requests through established channels (email, service desk tickets, Slack, etc).Coordinate with internal teams to address client issues, bugs, and modification requests.Follow up on client inquiries and ensure timely resolution.Insight and Feedback:Gather client feedback to inform product enhancements and improve client experience.Collaborate with product and development teams to implement client feedback into new platform features.Process Optimization:Monitor and streamline client support processes to enhance efficiency and client satisfaction.Track client interaction data on the platform to identify trends and opportunities for improvement.You have:5-7 years of Healthcare experience10+ years of experience in an Account Management, Client Success, or Client Success Management roleExperience developing consultative relationships with clientsProven experience building cross-functional relationships with Sales, Marketing, Engineering, and the Executive leadership teamAbility to work across multiple platforms such as Google Sheets, Excel, AWS, etc3-5 years of experience in healthcare, specifically payment integrity or claims editing, specifically pre-payUnderstanding of healthcare policies, claims processing, or medical codingExperience with enterprise SaaS productsStrong communication skills, both verbal and writtenProblem-solving abilities and a client-first mindsetAbility to think under pressure and advocate for clientsAdaptability and flexibility in a fast-paced environmentStrong organizational skills and attention to detailAbility to present complex material to clientsRialtic Values:High IntegrityDo the right thing. Provide candid feedback. Be humble and respectful.Client Value Comes FirstDelivering value to our client is our North Star.Work as One TeamCollaborative, inclusive environment to advance our mission.Be Bold & AccountableSpeak up. Take accountability. Continually improve.Pursuit of ExcellenceInnovate, iterate, and chase the best possible outcomes.Take Care of Yourself & OthersPrioritize the health and well-being of yourself and your teammates.Rialtic Benefits:Freedom to work from wherever you work best and a home office stipend to make it happenMeaningful equity and 401k matchingFlexible Open PTO, comprehensive health plans and wellness reimbursementsComprehensive health plans with generous contributions to premiumsMental and physical wellness support through TalkSpace, Teladoc and One Medical subscriptionsWe are headquartered in Atlanta, but we are remote-friendly. US-based candidates only.Don't meet every single requirement?Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.At Rialtic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.