Client Success Operations Lead

The Client Success Operations Lead oversees and directs the internal, day-to-day management of department functions. This internal facing role provides operational thought leadership, initiative management, problem solving and representation across all internal departments. This role reports to the SVP, Client Success.

Responsibilities: 

• Supports the Client Success team by ensuring process and knowledge management best practices are in force and continuously managed/improved over time. 
• Develops close working relationships with all key functional areas within ProgenyHealth including Clinical Operations, Implementations, Project Management, Enterprise Analytics, Compliance, Marketing, EDI and Legal. 
• Leads cross-team initiatives and projects to completion with minimum oversight.
• Oversees the Management and Execution of Core Client Success functions including:
  • Client View strategy and operations management
  • Routine client report delivery management (repository ownership, delivery operations, tracking, etc.)
  • Department inquiry management
  • Department SOPs, knowledge management and SharePoint oversight
• Has working understanding of services we deliver and our value proposition.
• Escalates issues within the client organization where appropriate.

Qualifications:

• A minimum of 3-5 years’ experience in client success, sales operations, account management or project management, preferably with health plan client operations. 
• Proven track record problem solving.
• Bachelor’s degree required.
• Must be adept at Outlook, Excel, Word, and PowerPoint at a minimum.
• Must have strong written and oral communication skills.
• Positive reputation and credibility among peers as a professional expert in building and maintaining relationships.
• Must have strong presentation skills and work collaboratively in a team setting.