Client Success Manager

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states.

Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

The Client Success Manager is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned customers. This role is engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee population. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights.

• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results - leveraging data to tell a story (relate and interpret data).
• Participate in new health center implementations planning and launch alongside the Sales team, Regional Operational Manager and Implementation Team.
• Manage contractual requirements including renewal terms and successful renew clients at targeted escalation. Prioritize low margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients including new health centers, products, and services.
• Help define and leverage the “coverage model” for assigned clients.
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering with Regional Operational Managers on ways to drive client engagement, achieve performance guarantees and open communication with clinical staff.
• In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related to clinic operations. Understand and track risk metrics related to the success of the partnership. Proactively monitor and manage Performance Guarantees to manage payout.
• Salesforce documentation and reporting.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
• May serve as the lead point of contact for all customer needs/request.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.

Bachelor’s degree in Business or Healthcare Administration and 5 or more years of directly related healthcare operations or account/client management experience or equivalent combination of education and experience.

• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess…