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Client Success Manager



Customer Service
Posted on Thursday, June 6, 2024

Company Overview:

Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patients healthcare experience, both in and out of the doctors office. Founded in August, 2019, we are obsessed with eliminating wasteful friction patients and doctors experience in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications. To that end, we build software that is expressly designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

Opportunity Overview:

Cohere is looking for a Customer Success Manager in support of new customer accounts. In this role, you will be responsible for taking ownership for steady state account relationships and acting as the primary point of contact for your clients. 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 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.

If you are passionate about deploying technology-driven solutions to enhance patient experience, drive clinical excellence, and achieve healthcare operational efficiencies, we want to hear from you!

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

  • Serve as the clients primary point of contact for collecting feedback about the partnership and leading any internal and external activities associated
  • Partner with Strategic Accounts to develop a deep understanding of the assigned clients 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 clients advocate and the subject matter expert to the rest of the Cohere organization
  • Document and create organizational visibility to key internal stakeholders on:
    • Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
    • Progress of weekly/monthly/quarterly initiatives
    • Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
  • Work collaboratively with various internal stakeholder groups such as product, 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

Your background & requirements:

  • Bachelors degree
  • 4-7 years of experience in client-facing roles (client management, customer success, or similar role)
  • Proven track record for influencing clients and internal stakeholders
  • Previous experience working in the healthcare industry, preferably as a vendor for or as an employee of health plans. Technical or SaaS experience a plus
  • Highly collaborative with a passion for teamwork, building relationships, and effectively working cross-functionally to deliver a superior client experience
  • Excellent 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

We cant wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, its personal.

The salary range for this position is $80,000 to $105,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.