Customer Success Manager- Remote USA

Position Summary

The Manager of Customer Success is responsible for the account retention, growth, and strategy for their assigned book of 1-2 dedicated Onsite clients that generally have multiple onsite locations. They are the designated primary contact for these clients as well as creating collaborative relationships with the local Concentra Operations, Medical, and Therapy leadership.

Essential Duties and 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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education/Credentials

Education Level: Bachelor’s Degree

Major

Degree must be from an accredited college or university.

Education Details

• Concentra leadership and customer service training

Certifications and/or Licenses

Experience in lieu of required education is acceptable: Yes

Continuing education is required to maintain license and to perform job: No

Job-Related Experience

Customarily has at least the following experience

1 year

• 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

Job-Related Skills/Competencies

• 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