Client Success Portfolio Manager

About the role:The Client Success Portfolio Manager is responsible for supporting the retention and growth of a large portfolio of complex clients to achieve business outcomes. The Client Success Portfolio Manager reports to the AVP, Client Success, and provides support for special projects and program management of key Client Success activities. They are solution focused and adept at finding efficiencies to help the team scale. They are an expert in Client Success best practices as well as Included Health offerings. 

Responsibilities:

• Accountable for supporting a portfolio of large complex accounts.
• Leads special projects to improve effectiveness of Client Success team, internal cross-functional partners, and client and member experience.
• Develops project plans, proposals, and reports on progress
• Builds and delivers regular reports and presentations.
• Works collaboratively with the AVP and Directors, Client Success to progress retention and upsell initiatives.
• Supports team in completing client documentation and follow-ups, works cross functionally to progress client deliverables
• Builds materials and generates insights to support client meetings, including business reviews, strategy sessions, etc..
• At times may be responsible for managing clients directly to provide support to the Client Success team.

Qualifications:

• B2B Healthcare: 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
• Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives
• Results: Ability to work cross-functionally to deliver results
• Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships
• Data Driven: Analyze and interpret data deriving insights that support value delivery for clients
• Change Agent: Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
• Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.
• Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.
• Travel: Ability to travel up to 25%.

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• 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 …