Included Health is hiring a
Client Success Operations Manager

Summary

The job description is for a Client Success Operations Manager at Included Health who will drive organizational change, develop scalable processes, manage client retention, renewals, and satisfaction, and work cross-functionally across the GTM Operations team. The position requires a Bachelor’s degree, 7+ years of professional work experience, and specific skills such as big picture thinking, client-centered focus, reporting and analytics expertise, and extensive experience in Salesforce.com and Google platform.

Requirements

• Bachelor’s degree
• 7+ years of professional work experience; success in high-growth and change organizations a plus

Responsibilities

• Drive organizational change via the Client Success Operations roadmap, prioritize work based on Included Health business, and develop execution plans to completion
• Empower Included Health leadership to make informed client-related business decisions by identifying relevant data points and independently conducting trend analysis
• Leverage strategic and creative thinking to guide the team in implementing innovative new solutions that meet the needs of key internal customers
• Own a variety of processes to report on and forecast the health of our business, including but not limited to: Revenue, retention and other Key Results tracking, client health reporting and analysis, in partnership with Finance, maintain client financial reporting and provide timely changes to our forecasted client revenue, prepare monthly and other regular reports and work with CS leaders for commentary, driving profitability initiatives
• Partner with Enablement to foster new hire and ongoing training support for the CS team. Guide the team in utilizing systems, tools and playbooks, drive understanding, and monitoring for continuous improvement
• In partnership with the Client Lifecycle team, contribute key data to drive client programs and initiatives such as: Client satisfaction survey administration, analysis and action-planning, Executive Sponsor program, product pilots, and incident management
• Build consistency and scalability in processes across all client segments and all parts of the client lifecycle (launch management, upsell, account planning, etc)
• Work collaboratively with Client Success leaders to scope high-impact needs as related to functional areas and coordinate execution within roadmap as appropriate
• Develop deep understanding of organizations’ products, value propositions and client profiles to support CS teams in day-to-day client management
• Maintain strong working relationships with GTM leadership, business operations, general management, FP&A, Accounts Receivable and other cross-functional teams to achieve objectives
• Work on broader GTM Operations projects or initiatives as requested

Preferred Qualifications

• Natural orientation to big picture thinking: the ability to see the forest for the trees and bring focus to big rocks that will make highest impact
• Innate client-centered focus
• Enthusiasm for and experience in reporting and analytics
• Extensive experience in Salesforce.com and Google platform

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off ("VTO") Per Year To Volunteer with Charitable Organizations