Account Manager, Client Success - US

Mid / Senior

Fully Remote

Job Description

Looking for a Customer Success Manager in support of new customer accounts. In this role, you will be responsible for taking ownership for specific account relationships and acting as the primary point of contact for those customers. This will include cultivating relationships across the customer organization to develop insights, shaping how they perceive the value we deliver, and ensuring that they are receiving the best support possible. As the primary client advocate within Cohere, you will need to form strong cross functional relationships and leverage excellent communication skills to enable efficient value delivery. You will lead and will execute steady state, day-to-day program operations including preparing for and presenting at regular touchpoints with the client, developing and delivering reporting, addressing customer issues, and responding to ad hoc requests


Responsibilities:

  • Serve as multiple client’s primary point of contact collecting feedback about the partnership and leading any response to that feedback
  • Develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Cohere Health can deliver measurable results against
  • Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics
  • Function as the client’s advocate and the subject matter expert to the rest of the Cohere organization
  • Document and create organizational visibility to key internal stakeholders on:  
  • Account strategy and insights including outstanding opportunities, areas of risk, and key client activities
  • Progress of monthly/quarterly initiatives
  • Key account metrics (e.g., relationship status, progress to goals, account forecasts, etc.)
  • Work collaboratively with various internal stakeholder groups such as product, implementation, strategic accounts, engineering, service operations, clinical programs, sales, and analytics to ensure that our clients realize the full value of the services we deliver
  • Lead initiatives to optimize the existing program activities and respond to acute issues as they arise


Desired Profiles:

  • Bachelor’s degree
  • 4-7 years of experience in customer-facing roles (account management, customer success, or similar role)
  • Proven track record for influencing customers and internal stakeholders
  • Previous experience working in the healthcare industry, preferably as a vendor for or as an employee of health plans
  • Highly collaborative with a passion for teamwork, building relationships, and effectively working cross-functionally to deliver a superior customer experience
  • Excellent strategic communication skills equally adept at presenting prepared materials and speaking to relevant topics extemporaneously 
  • Strong analytical skill set and a proven ability to effectively use data to inform strategy and exceed key performance metrics
  • Adept at shifting between operational and strategic mindsets, leveraging systems thinking to prioritize those activities that will most effectively solve your clients’ most important problems
  • Highly organized with a systematic approach to time management
  • Energized by ambiguity and the opportunity to achieve something novel
  • Willingness to travel up to 25% of time

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