Client Success Manager

(We are not working with third party candidates or connections, at this time. Thank you in advance for respecting our interest in filling the role using our internal recruitment team.)

The Client Success Manager is responsible for construction and execution of client specific strategic plans for their assigned book of business. In this critical role, you have the opportunity to impact the experience for every participant involved in the implementation! A normal day in the life includes overseeing the day-to-day client management activities for the assigned employer and health plan clients, clinic bookings, creating and managing client relationships, program strategy development, new and renewal implementations, customer service coordination, communication campaign strategy, issue resolution, reporting, and ongoing client requests. Whew, that’s a lot! This role is high impact and successful candidates have exceptional communication skills.

Essential Duties:

• Deliver the highest level of client satisfaction for client base while ensuring annual contract renewal and additional Catapult Health solutions.
• Effectively communicate engagement solutions to customers with passion and excitement. Skill must be leveraged across live meetings, telephonic discussions, and webinars.
• Work with internal team to develop communication promotions and campaigns for each assigned account to positively influence participation and engagement.
• Accountable for strategic reporting for communication outreach and engagement.
• Prepare and deliver reviews for each account. Perform analytical reviews of client engagement results and develop strategic recommendations and action plans aligned with client’s goals and objectives.
• Implement employer process for assigned accounts and serve as an expert on all operational aspects of all Catapult Health programs and solutions.
• Maintain a strong working knowledge of all aspects of all Catapult Health products and services.
• Project manage day-to-day operational and tactical account management activities to foster and develop assigned accounts.
• Responds to and resolves routine client requests and questions.
• Responsible for client clinic bookings.
• Utilizes internal Catapult Health teams as appropriate and seek assistance of Senior Manager, Client Success with questions that are more complex.
• Opportunity for higher revenue account assignment for future professional development growth.
• Responsible for meeting or exceeding account and organizational metrics and goals.
• Natural growth and development path would be a Client Success Executive.

Essential Knowledge Skills and Competencies:

• SUPERIOR interpersonal communication and writing skills.
• 3+ years of experience in Account Management /Client Success or related customer service position directly managing a large book of business to include small, medium, and large sized accounts.
• Ability to work in our Dallas Office (Addison area) Monday’s, Tuesday’s and Wednesday’s each week with the flexibility to come in to the office as needed on other days.
• Ability to travel to client events, meetings, etc. While travel is limited (usually one to two times per quarter, on average), we want you to have the chance to meet clients when possible!
• Bachelor’s Degree is highly preferred.
• Healthcare and Wellness industry knowledge is strongly preferred.
• Strong organizational skills and detail orientation.
• A high level of professionalism and positive work behavior.
• Ability to work effectively in a fast paced, high energy, team-oriented environment.
• Ability to multi-task and perform effectively under pressure.
• Required to work cross-functionally within the organization and with external clients.
• Self-directed and proven ability to work independently.
• Strong analytical, problem-solving skills.
• Strong knowledge of MS Office suite.
• Knowledge of Salesforce (or another CRM platform), preferred.

Catapult Health