[Remote] Customer Success Manager- Remote USA

Note: The job is a remote job and is open to candidates in USA. Concentra is a healthcare services company focused on customer satisfaction and account management. The Customer Success Manager will be responsible for account retention, growth, and strategy for dedicated onsite clients, ensuring program expectations are met and fostering collaborative relationships with operational leadership.

Responsibilities

• Maintain a high level of engagement with assigned book of business to ensure employer satisfaction and that we are meeting outlined program expectations
• Retain and create incremental revenue growth with current onsite program customers
• Develop organizational strategy and growth plan for each managed account, which could include other onsite/episodic services or center services
• Manage and customize quarterly Stewardship Reports and lead the customer presentations
• Develop and identify meaningful outcome reports for clients to ensure program results and outcomes are communicated effectively and efficiently
• Serve as the primary account manager for dedicated client/clients
• Maintain on-going communication with Concentra regional and director leadership teams, central business offices and other corporate support groups as indicated, for client issues, reporting, requests for proposal, presentations, and meetings, billing review, etc
• Constructively challenge current practices, identify trends affecting the business, and articulate implications to the client and onsite leadership teams
• Develop project plans for piloting and implementing process improvements that ensures program success, retention, and increased business opportunities
• Develop and manage client-specific vendor relationships as necessary for efficient service/program delivery
• Identify, develop, implement, and support new onsite-related procedures, workflows, and processes for all assigned onsite health care services
• Ensure the security and confidentiality of employee health information and medical records in accordance with local/state/federal/company regulations
• Responsible for contract negotiations of assigned book of business
• Work with various Concentra Sales channels who share new sales opportunities with dedicated accounts, under the guidance of the VP of Onsite Sales

Skills

• Bachelor's Degree from an accredited college or university
• 1-2 or more years of onsite account management or medical center management
• 1-2 or more years of general health care account management experience
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• A thorough knowledge of Concentra's business processes
• Demonstrated sales and account management skills
• The ability to span boundaries and develop relationships across internal and external organizations
• The ability to navigate cross disciplinary teams across internal and external teams to bring two organizations to an optimal partnership
• Ability to thrive in a high-paced, extremely energetic environment driven by self-motivation and self-initiative
• Ability to convert strategic goals and objectives into customer plans and programs
• Ability to multi-task and succeed in a deadline-driven environment
• Ability to focus on driving results and resolutions to complex business issues
• Ability to listen to client needs, create solutions with the team, and implement for the client's onsite clinic program
• Demonstrated proficiency in Microsoft Office software programs, particularly PowerPoint, Word, & Excel
• Exceptional oral and written communication skills
• Demonstrated project management skills
• Concentra leadership and customer service training

Company Overview