[Remote] Client Success Portfolio Manager at Included Health

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare
Proven presentation skills and the ability to articulate a compelling value proposition that delivers insights
Proven ability in managing difficult conversations with executive stakeholders
Proven experience in being accountable for decisions, actions, and processes needed to support long-term client relationships
Proven experience analyzing and interpreting data and delivering insights that support value delivery for clients
Ability to travel up to 25%

Responsibilities

Support a portfolio of complex clients by working with CS Principals, CS Directors, and the CS AVP, including consolidating client/member escalations for RCA, resolution, close-loop communication, and theme identification
Manage clients directly when the team is over capacity, has attrition, or CS Principals are on leaves of absence
Work collaboratively to progress retention and upsell work across the portfolio
Customize client-specific reporting and marketing materials and generate insights to support client meetings including business reviews, strategy sessions, open enrollment, etc
Unify and scale client-facing resources across the team to reduce repetitive tasks managed by CS Principals, allowing focus on client relationship management: risk mitigation, expansion, and retention
Lead Client Service Delivery (CSD) initiatives to improve effectiveness of TCO and accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization
Develop project plans, proposals, and reports on progress, while building and delivering regular reports and presentations in support of Client Service Delivery initiatives
Develop clear, actionable content for TCO team to support consistent execution of tasks across the client lifecycle and in alignment with TCO Client Service Delivery initiatives
Work cross-functionally leading workgroups in service of TCO CSD initiatives under the direction of the Senior Director of Performance Optimization
Serve as the proxy for the CS portfolio and CS AVP, ensuring client service delivery challenges are appropriately represented in TCO CSD work
Gather input from the team, share that input in workgroups focused on advancing CSD initiatives, and keep AVP and team updated on priorities, progress, barriers, and timelines

Skills

Key technologies and capabilities for this role

Client SuccessRoot Cause AnalysisClient RetentionUpsell StrategiesCustom ReportingBusiness ReviewsStrategy SessionsProject ManagementPresentationsStakeholder Management

Questions & Answers

Common questions about this position

What experience is required for the Client Success Portfolio Manager role?

Candidates need 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare, proven presentation skills to articulate a compelling value proposition that delivers insights, proven ability in managing difficult conversations with executive stakeholders, and proven experience.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or what is the location policy?

This information is not specified in the job description.

What does the team structure look like for this role?

The role reports to the AVP, Client Success, with a matrixed reporting relationship to the Senior Director of Performance Optimization, and involves working with CS Principals, CS Directors, and the CS AVP across The Client Organization (TCO).

What makes a strong candidate for this Client Success Portfolio Manager position?

A strong candidate is solution-focused, adept at finding efficiencies to scale the team, an expert in Client Success best practices and Included Health offerings, with proven skills in presentations, managing executive conversations, and working with Fortune 500 clients in benefits and healthcare.

Included Health

Healthcare advocacy and specialized care services

About Included Health

Included Health focuses on enhancing the healthcare experience for individuals who often face challenges in accessing quality care. The company provides a variety of services, including primary care, behavioral health, and virtual care, ensuring that members receive timely and appropriate treatment. Their model emphasizes 24/7 on-demand care with a diverse group of providers, allowing for personalized support tailored to complex health needs. Unlike many competitors, Included Health prioritizes underserved populations and partners with employers and consultants to deliver comprehensive healthcare solutions that not only improve health outcomes but also help reduce costs. The ultimate goal of Included Health is to make quality healthcare accessible and understandable for everyone, particularly those who have been overlooked by traditional healthcare systems.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$337.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

HealthcareIndustries

51-200Employees

Benefits

Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.

Risks

Competition from Teladoc and Amwell threatens market share.

Post-merger integration challenges could affect service delivery.

Regulatory scrutiny on telehealth may impact operational flexibility.

Differentiation

Included Health offers integrated primary and behavioral health services.

They provide 24/7 on-demand care with diverse providers.

Their data-driven approach enhances healthcare outcomes and reduces costs.

Upsides

Rising demand for telehealth boosts Included Health's virtual care services.

Employers investing in healthcare benefits expand Included Health's client base.

Value-based care models align with Included Health's focus on outcomes.

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