Client Success Manager

📍 Remote | 🕒 Full-Time | 💼 Exempt

Role Summary

THE CLIENT SUCCESS MANAGER IS A CLIENT-CENTRIC, HIGHLY CONSULTATIVE ROLE RESPONSIBLE FOR BUILDING AND FOSTERING RELATIONSHIPS WITH A VARIETY OF HIRING AUTHORITIES WITHIN A CLIENT AND DELIVERING SUPERIOR SERVICE. THE INCUMBENT WILL COMMIT TO UNDERSTANDING OUR EXCLUSIVE CLIENT’S CULTURE AND BUSINESS PROCESSES TO EXCEED EXPECTATIONS WHILE MEETING STAFFING DEMANDS, CONTRACT SLAS, AND KPIS. THE CLIENT SUCCESS MANAGER SERVES AS THE LIAISON BETWEEN CLIENTS AND PROVIDERS AND SUPPORTS THE DAY-TO-DAY RELATIONS WITH CLIENTS. THIS ROLE MUST BUILD, GROW, AND MAINTAIN RELATIONSHIPS WITH KEY DECISION MAKERS WITHIN CLIENT FACILITIES BY ACHIEVING THE GOALS AS COMMUNICATED BY THE LEADERSHIP TEAM.

Works Closely With

Client's hiring authorities and internal teams across the enterprise.

Here's what you'll be doing:

• Monitor and manage team KPI’s (e.g., time to fill, Starts, extensions, TOA, internal fill, fill rate, etc.) for MSP delivery
• Effectively manage a minimum of 300 TOA (2 Client Success Associates)
• Cultivate and maintain valuable relationships with current clients, vendor partners, and internal team members to deliver superior service for our clients
• Develop knowledge of VMS technology for management and client configurations, staffing processes, candidate onboarding and general customer support of the VMS to internal and external customers.
• Drive efficiencies and act with a sense of urgency to expedite placement activities
• Drive opportunities to expand service lines: clinical interviewing, CAP, Stogo, International RNs, strike coverage, Locums, etc.
• Engage in proactive rate management and pricing consultation to ensure quality candidate submissions, and if necessary, negotiate rates based on market conditions
• Maintain communication with suppliers on status of open contracts, decline reasoning, and extensions
• Maintain proactive requisition management and forecasting with clients to anticipate and drive placement process while meeting/exceeding service delivery and satisfaction for our clients
• Maintain, build, and grow relationships with respective supplier partners to positively impact fill ratios, time to fill and quality placements by clearly communicating all job requirements and expectations in accordance with client requirements
• Manage assigned remote-based client relationship team members, including but not limited to, hiring, training, assigning and evaluating work, coaching and developing, and reviewing performance
• Manage the creation and distribution of a variety of reports, including but not limited to, periodic activity reports, performance reports, and customer satisfaction survey results
• Travel as needed to expand client relationships and client success team initiatives
• Provide coverage for team members as needed
• Uphold our Core Values
• Own Your Relationships – Be someone others can count on
• Own the Outcome – Deliver results through accountability and follow-through
• Obsess Over the Experience – Make every interaction meaningful
• Act with Integrity & Respect – Do what’s right, always
• Other duties as assigned

Supervisory Responsibilities

• Lead assigned team members and manage associated work processes
• Establish performance standards and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and conduct annual performance appraisals
• Execute supervisory responsibilities in accordance with the organization’s policies and procedures

Here's what we are looking for:

• Demonstrated proficiency managing accounts (i.e., resolving escalations, managing requisitions, driving performance, KPIs, and service levels) in staffing, MSP, and/or healthcare (hospital acute care, preferred); typically acquired within three (3) years in a similar role
• Knowledge of healthcare, medical terminology and/or healthcare services
• Proven experience developing relationships with varying levels of leadership in complex accounts
• Familiarity with vendor management systems (VMS)
• Ability to travel up to 10% of the time as necessary for client or other business meetings
• Ability to adapt and cope with high stress and pressure in a fast-paced environment
• Skill in building relationships and developing strong business partnerships
• Excellent time management skills with a proven ability to meet deadlines
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Proven experience in Microsoft Office applications (Word, Outlook, Excel) and Internet

Will accept any suitable combination of education, training, and experience

Preferred Qualifications

• Healthcare industry experience
• College degree
• Knowledge of hospital systems, medical terminology and/or healthcare services

Comp & Benefits

$68,000-$72,000 depending on experience; eligible for variable bonus

• Benefits (Start Day 1!):
• Medical, Dental, Vision, Life, and Long-Term Disability
• Short-Term Disability, Accident, Critical Illness
• Legal Assistance, Identity Protection, Pet Coverage
• Retirement Plan with Employer Match
• Generous vacation plan + 8.5 paid holidays