Manager, Strategic Account Management- Client Success

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

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.