Client Success Manager

Published: 6/14/2022

Job Description

About Learn to Live Inc.

Founded in 2012, our mission is to help people learn to live better lives. We do this by overcoming the most prevalent barriers to mental healthcare—stigma, access, and cost—with digital, self-directed programs and 24/7 clinician coaching. Our programs, based on the proven principles of Cognitive Behavioral Therapy (CBT), are proven to be as effective as in-person therapy and are available in English and Spanish on our website at learntolive.com, or in the App Store or Google Play. Our mission is mighty, and we need the best people to help us achieve it. Are you ready to help people learn to live better lives?

Client Success Manager, Minneapolis.

Our Manager, Client Success is exceptional at developing and managing relationships with Learn to Live's clients in one or more of the following areas: health plans, higher education and employers. You drive execution of client specific strategies, are exceptional at managing deadlines and detail, but you can also engage creatively with clients and your Learn to Live (L2L) teammates to identify the best ways to serve your clients. You work closely with your client teams and our L2L functional teams - such as communications, marketing, and product - to provide exceptional awareness and engaging activities, training and data reporting to your clients. This position reports to our Director of Client Success, with cross-functional ties to our communications, marketing, product, clinical and technical teams.

As part of our rapidly growing L2L team, you'll experience: a close-knit team environment, a "self-starting, wear many-hats, roll-up-your- sleeves" culture, exposure and participation in executive-level planning and strategy, development in creating successful strategies for business partnerships and develop knowledge of the healthcare industry and landscape.

Responsibilities include:

Strategy & Planning

Develop strategies for delivering our programs and services to clients, including an annual "playbook" for each client - in order to maximize client engagement in L2L programs and services
Consistently identify opportunities and manage account risk through account planning process (strategic action plans) to: develop relationships, support program delivery and mitigate risk within client base.
Deliver the highest level of client satisfaction (NPS) for your client base while ensuring annual contract renewal and retention
Identify, develop and deliver training, awareness and engagement initiatives that sustain high member engagement rates and strong member outcomes for our clients' communities
Deliver quarterly reviews for each assigned account/client

Client Delivery

Contribute to all aspects of service delivery for B2B clients, including: executing project plans, consulting and coordinating with L2L teammates as needed, coordinating the development of visuals and written material, working with contractors and vendors as needed, writing and developing Playbook plans for clients, and assuring the timely delivery of all L2L activities for B2B clients
Lead client strategy, planning, touch-point and status meetings
Participate in client engagement activities, such as coordinating member presentations or awareness building events
Deliver and present L2L data reports for clients base
Use client delivery knowledge to participate in and/or initiate client delivery process improvement efforts
Lead key relationships with clients as appropriate
Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
Manage the end to end renewal process for your clients
Work closely with clients and internal teams to develop content and design for the digital experience to support the client's well-being program
Serve as our clients' escalation point for operational issues and provide regular status reporting and tracking as needed
Participate in client awareness and engagement activities as needed
Participate in sales prospect meetings and webinars as needed

Leading Teams and Supporting Sales

Support sales pitch development, sales pitching, proposal development and the development of Statements of Work for client prospects.
Develop and maintain strong client references who could serve as prospect references
Work with clients to develop strong client case studies as needed
Participate in trade shows and industry events as needed
Participate in sales prospect meetings and webinars as needed
Proactively consult with client for upsell opportunities

Key Role Requirements

Bachelor's Degree from four-year college or university or relevant experience
3-5 years of client service, client success, or account management experience (experience in healthcare preferred)
Ability to set realistic goals and manage to deadlines - while managing expectations and competing priorities (client needs, sales needs, L2L team needs, etc.)
Participate in client implementations, manage project plans and assure timely response to client and requests from L2L teammates
Outstanding organizational and project management skills
Outstanding presentation and communication skills
Creative energy with a strong attention to detail
Self-driven, motivated and results-oriented
Ability to work quickly and assertively in an occasionally unstructured and dynamic environment
Excellent Microsoft Office skills, including Word, Excel, PowerPoint and Project
Ability to travel as needed, up to 40%

Compensation

This position is critical to the success of L2L. The compensation package will be tailored to the candidate, commensurate with the candidate's experience and skills. Compensation will include base salary and performance-based incentives. Benefits include paid time off and holidays, medical plan, and matching 401k.

L2L is committed to providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

NhAX9pU5yO