Manager, Strategic Account Management- Client Success
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TranscarentHealth Tech
United States, EST, PSTFull-TimeManager
Salary90000 - 125000 USD per year
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Job Details
- Languages
- English
- Experience
- 10+ years
- Required Skills
- LeadershipProject ManagementData AnalysisPeople ManagementProduct ManagementJiraProduct OperationsCross-functional Team LeadershipOperations ManagementTableauStrategyBusiness OperationsProduct AnalyticsStrategic ManagementMicrosoft ExcelAgile methodologiesDocumentationCommunication SkillsAnalytical SkillsCollaborationProblem SolvingMentoringNegotiationData visualizationStakeholder managementCustomer SuccessAdaptabilityRelationship buildingCritical thinkingAccount ManagementTeamworkResearchReportingTroubleshootingClient relationship managementCross-functional collaborationRelationship managementSales experienceRisk ManagementCRM
Requirements
- 10+ years in Account Executive, Client Success, or Strategic Account roles
- 5+ years in Health Plans, PBMs, benefits, or employer healthcare required
- Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation solutions
- Demonstrated record of measurable client value creation, retention, and revenue growth
- Proven track record leading renewals and expansions for large, complex employer or health plan clients
- Experience serving as a trusted advisor to senior and C-suite stakeholders
- Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI
- Proven success driving adoption and impact across a multi-solution platform
- Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions
- Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and tell a compelling story to executives
- Ability to synthesize data, trends, and client context into clear strategic recommendations
- Highly consultative and proactive, bringing forward recommendations, scenarios, and options
- Structured root-cause problem solver who documents issues, leads cross-functional remediation, and implements durable fixes
- Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital health
- Expert at multi-threaded relationship building
- Strong influence and advocacy-building skills
- Demonstrated cross-functional leadership, aligning various departments around client objectives
- High operational discipline with regard to governance, documentation, CRM hygiene, and meeting rigor
- Outstanding written and verbal communication with strong executive presence
- Strong sense of ownership and accountability for client outcomes
- High agility and adaptability; thrives in a dynamic, high-growth environment
- Disciplinary excellence in prioritization, issue management, and cross-functional execution
- Proficiency with CRM platforms (Salesforce strongly preferred)
- Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting
- Willingness to travel at least 30%, including overnight travel
- Bachelor’s degree in Business or related field required
Responsibilities
- Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
- Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
- Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
- Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
- Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
- Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
- Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement.
- Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact.
- Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments.
- Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
- Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
- Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
- Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
- Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
- Translate complex data into clear, actionable insights for client stakeholders at all levels.
- Use leading indicators and forecasting to anticipate risks and opportunities.
- Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy.
- Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
- Anticipate client needs and questions before they arise, bringing thoughtful recommendations.
- Detect early warning signs and take swift, strategic action.
- Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes.
- Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
- Build strong, multi-level relationships across client organizations.
- Foster advocacy by ensuring clients see and feel consistent value.
- Intentionally convert satisfied stakeholders into visible advocates, references, and executive sponsors.
- Secure client references, testimonials, and participation in market-facing opportunities.
- Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks, and structured preparation for all client interactions.
- Drive internal alignment by delivering clear, data-backed insights to influence product, marketing, clinical, and operational roadmaps.
- Establish clear communication channels and ensure timely, reliable follow-through on all commitments.
- Maintain disciplined issue tracking, risk management, and escalation processes.
- Provide strategic feedback to cross-functional partners to influence roadmap and service improvements.
- Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and Marketing to deliver a unified client strategy and roadmap.
- Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk and issue logs, and clear decision/owner tracking.
- Lead renewal and expansion strategies end-to-end.
- Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their long-term cost, quality, and experience strategy.
- Identify strategic whitespace opportunities and execute consultative expansion plans.
- Identify and execute on expansion opportunities through consultative, client-centric sales motions.
- Deliver compelling presentations and facilitate executive-level engagements to communicate value and strategy.
- Support marketing and engagement strategies to drive member participation and utilization.
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