Enterprise Client Success Manager (PST/MST)

Description

Position: Enterprise Client Success Manager 

Job Type: Exempt - Full-time

Schedule: Monday to Friday - PST/MST Time Zones Prioritized

Pay:  $76,000 to $90,000 annually 

Reports to: Vice President of Client Success

This role is 70% remote with an estimated 30% travel.

Summary

The Enterprise Client Success Manager is responsible for building and maintaining strong relationships with a range of Lumata Health’s existing accounts, ranging from front line staff to executive leaders. This role involves handling partner inquiries, finding solutions to client issues, monitoring practice performance and trends and responding accordingly, preparing monthly reports and business reviews, and identifying opportunities to expand to new providers and practices across your account set. The development of strategic account plans, inclusive of patient engagement, practice education, and the ability to curate and present outcomes reports that communicate the value of the Lumata Health solutions is essential.

Essential Functions

• Serve as relationship owner, product expert and eye health advocate for a book of business composed of enterprise clients, providers, patients, and practice staff. 
• Provide support and prompt responses to client queries and issues whether by email or phone. Keep the Lumata Health team informed on open issues, actions, and account strategy.
• Deliver key client feedback and spearhead projects cross-functionally to drive process improvements. 
• Ensure regular communication with practice’s administrative and clinical leads, including Domain Champions and Providers, to ensure successful adoption of Lumata’s care services.
• Review key performance dashboards and metrics and respond with a plan in response to prevailing trends.
• Review practice performance and evaluate opportunities for expansion to incremental practices and providers.
• Act as the primary liaison between our practice partners and the Lumata Care Team.
• Own the weekly and monthly reporting for new practices, as well as monthly service utilization reports and other ad hoc requests.
• Perform the due diligence necessary to prepare monthly and quarterly presentations, and collaborate with the Lumata team to deliver those presentations to practice leadership.
• Own the client lifecycle overseeing implementation, contract renewals, expansions, and engagement strategy. This will include:
• Timely action plans
• Engagement campaign ideation, strategy & execution
• Ongoing reporting and insights to deliver data-driven recommendations and
• Business review creation and presentation to client leaders, providers, and staff.

Requirements

Education and Experience

• Bachelor’s degree in Business or a relevant field (Required)
• Minimum of 5-7 years of experience in account management, including responsibility for executive level engagement across a range of accounts; experience handling Enterprise-level relationships a plus.

Required Skills 

• Proven track record of successfully retaining and developing customer relationships at all levels of an organization, ideally in health care with preference toward specialty clinics and ophthalmology in particular.
• Very comfortable working cross-functionally and able to pivot between groups as diverse as Care Teams, IT, and Sales.
• Demonstrated ability to leverage a growth mindset, identifying opportunities to cultivate client relationships and identify potential barriers which would prevent service expansion. 
• Strong communication, presentation and persuasive abilities.
• Analytical mindset with an ability to evaluate data, trends, and performance metrics and draw useful insights.
• Proven success developing strategic account plans which result in upsell and expansion of services within existing client footprint. 
• Client-focused approach with a commitment to delivering an exceptional partner experience.
• Comfortable in a fast-paced, changing environment characteristic of a healthcare startup.
• Proficiency in using SalesForce, GoogleSuite, and other project management tools and technology in support of your accounts.
• Ability and willingness to travel (approximately 30%) in support of launches, expansions, business meetings, and events.

Physical requirements

• Must have a home office that is secure and free of distractions (HIPAA-compliant workspace)
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to hear, speak, call and virtually meet
• Must be able to communicate both verbally and in writing

Who we’re looking for:

• Mission driven
• Curious
• Loves learning and developing skills
• Team player (though we understand you need focus time, too)

Why Join Us? At Lumata Health, you’ll be part of a forward-thinking team that is dedicated to reshaping the future of healthcare. We offer comprehensive benefits, and opportunities for professional development. Join us in making a significant impact on patient care and engagement.

Work Environment

In order to perform the essential functions of this job, you must have a dedicated remote workspace, and a wireless connection with a minimum of 50 Mbps of download speed and 10 Mbps of upload speed of dedicated internet bandwidth for each person working from home; the workspace is private and has low to no noise level as you will be on phone calls with patients. It is very important that your workspace is HIPAA compliant; your company issued laptop/pc must maintain visibility that only you can access as you'll be handling patient data. You are also expected to have your camera on during virtual meetings, therefore, you must be in a designated workspace/room for privacy. 

Please be advised that Lumata Health only accepts resumes for compensation from agencies that have a signed agreement with Lumata Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Lumata Health. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

The above statements are intended to describe the essential functions of the job being performed by the employees assigned to this classification. The duties and responsibilities listed are not to be construed as an exhaustive list of all duties, responsibilities and skills required. All employees may be required to perform duties outside their normal responsibilities from time to time, as needed. With the evolution of the organization and this role, the responsibilities of this position may change at any time.

We are an equal opportunity employer that values diversity at all levels. All individuals are encouraged to apply. If you need assistance or an accommodation due to a disability, you may contact us at: hr@lumatahealth.com (no unsolicited resumes please). Applicants must submit an application with Lumata Health to be considered for the position.

Disclaimer:

This job description is subject to change based on business needs, advancements in regulations, and workflow adjustments. Continuous review and adjustments will be made to ensure alignment with the company's goals and objectives.