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Jobs

Sr. Client Success Manager

Springbuk

Springbuk

Customer Service
Indianapolis, IN, USA
Posted on Saturday, April 13, 2024
Description

At Springbuk, we’re a team of highly driven, team-oriented self-starters. We work hard and win big while crafting a high-energy, inspiring company culture. We aspire to challenge old ways of thinking and impact real change in the healthcare industry. Our team is on a mission to prevent disease with data. Springbuk is a nationwide company with employees who care about empowering smarter healthcare decision-making.

The Sr. Client Success Manager is an enthusiastic team player with a customer-first mentality. As our customers’ primary point of contact, the Client Success Manager is a trusted advisor, fierce advocate, and strategic partner focused on clients achieving their short and long-term strategic goals.

This proven performer knows the health insurance and employee benefits industries and intuitively knows how to develop and foster long-term relationships as an ongoing resource ensuring Springbuk aligns with client needs and goals. If this sounds like you, explore the job specifics below. You might be exactly who we’re looking for, and we’d love to get in touch!

Here’s what you will do:

  • Serve as a trusted consultant, advocate, and main point of contact for strategic partners and clients
  • Work with clients to execute renewals and establish opportunities for growth
  • Consult with partners and clients to develop strategies that lead to successful processes and outcomes
  • Manage multiple, concurrent projects in a fast-moving environment
  • Coordinate with technical and support teams to resolve unexpected issues and general data management
  • Recognize opportunities to help clients and channel partners grow and increase their value through:
    • Enablement: Perform new client on-boarding, ongoing trainings, and demos for/with partners for growth opportunities
    • Adoption: Identify how existing and new features, products, and services help customers solve challenges and drive adoption
  • Partner with the sales team on client and partner expansion opportunities
Requirements

A successful candidate will have:

  • 6+ years experience in account management, customer service, customer SaaS training, or related field
  • Solution-focused sales experience with a curious yet consultative approach to relationship building and problem-solving
  • Project management experience
  • Successfully managed a significant client book of business
  • Experience using Salesforce

Not required but a plus:

  • Experience in a SaaS company environment conducting trainings, demos, and go-live calls is preferred
  • 6+ years experience working in health insurance or brokerage, employee benefits, disease management, or population health
  • Minimum of a Bachelor’s degree or equivalent in business, health administration, public health, or health sciences

Here is how you will get ramped up for success:

  • 30 Days:
    • Have proficient knowledge of the Springbuk platform
    • Be able to successfully demonstrate the platform capabilities to the Client Success Team Lead
    • Begin internal transition of accounts to Client Success Manager including introduction to the partner
    • Understanding of Data Ingestion process
    • Understanding of SOPs for resolving client issues
  • 60 Days:
    • Begin weekly enablement sessions as operated by the Client Success Team
    • Proficiently be able to communicate client issues internally to various teams
    • Be able to perform client demonstrations highlighting new features and identifying upsell opportunities within current book of business
    • Successfully execute client renewals
  • 90 Days
    • Ability to perform day to day functions of the job independently

Being You at Springbuk:

Springbuk’s goal is to attract and retain diverse talent and provide an inclusive environment for all where everyone’s voice is heard and all employees feel accepted. Springbuk is an equal opportunity employer and we do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.