客户成功组合经理
Client Success Portfolio Manager
职位概述：
客户成功组合经理负责支持大量复杂客户的留存和增长，以实现业务成果。客户成功组合经理向客户成功副总裁汇报工作，并在TCO范围内跨部门协作，同时向绩效优化高级总监进行矩阵式汇报，以推动客户服务质量的提升。他们专注于解决方案，擅长发现效率提升的方法，帮助团队扩大规模。他们是客户成功最佳实践以及Included Health产品的专家。
职责：
- 客户支持 - 70% 的时间：
- 负责通过与客户成功主管、客户成功总监和客户成功副总裁合作，整合客户/成员的升级请求，进行根本原因分析、解决、闭环沟通和主题识别。
- 在团队超负荷或人员流失时，直接管理客户，以及当客户成功主管处于休假状态时。
- 协作推进其客户组合中的留存和销售增长工作。
- 制作材料并生成见解，以支持客户会议，包括业务评审、策略会议等。对团队的扩展、减少客户成功主管处理的重复性任务，使他们能够更多地专注于客户工作负有责任。
- TCO绩效优化 - 30% 的时间：
- 在绩效优化高级总监的领导下，领导客户服务质量（CSD）计划，以提高TCO的有效性，加速客户和会员体验的改善。
- 制定项目计划、提案和进度报告，制作并交付定期报告和演示文稿，以支持客户服务质量计划。
- 为客户提供组织团队开发清晰、可操作的内容，以支持客户生命周期中任务的一致执行，并与TCO客户服务质量计划保持一致。
- 在绩效优化高级总监的指导下，跨职能协作，领导相关工作组，以服务TCO CSD计划。
- 作为其客户组合及客户成功副总裁的代表，确保客户服务质量挑战在TCO CSD工作中得到适当体现。负责从团队中收集意见，在推动CSD计划的工作组中分享这些意见，并向其副总裁和团队保持沟通。
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Job Summary:
The Client Success Portfolio Manager is responsible for supporting the retention and growth of a large portfolio of complex clients to achieve business outcomes. The Client Success Portfolio Manager reports to the AVP, Client Success, and works across TCO with a matrixed manager reporting relationship to the Senior Director of Performance Optimization to advance Client Service Delivery Excellence. They are solution focused and adept at finding efficiencies to help the team scale. They are an expert in Client Success best practices as well as Included Health offerings.
Responsibilities:
- Client Support - 70% of time:
- Accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP to consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
- Responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on LoA.
- Works collaboratively to progress retention and upsell work across their portfolio.
- Builds materials and generates insights to support client meetings, including business reviews, strategy sessions, etc. with accountability for scaling the team, reducing repetitive tasks managed by CS Principals and allowing them to focus more of their efforts on client facing work.
- TCO Performance Optimization - 30% of time:
- Leads Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
- Develops project plans, proposals, and reports on progress, builds and delivers regular reports and presentations in support of Client Service Delivery initiatives.
- Develops clear, actionable content for the Client Organization team to support consistent execution of tasks across the client lifecycle and in alignment with TCO Client Service Delivery initiatives.
- Works cross-functionally leading workgroups, where appropriate, in service to TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
- Serves as the proxy for their CS portfolio and their CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work. Accountable for gathering input from their team, sharing that input in workgroups focused on advancing CSD initiatives and keeping their AVP and team updated on priorities, focus, progress, barriers and timelines.
Qualifications:
- B2B Healthcare: 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
- Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives.
- Results: Ability to work cross-functionally to deliver results.
- Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
- Data Driven: Analyze and interpret data deriving insights that support value delivery for clients.
- Change Agent: Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
- Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.
- Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.
- Travel: Ability to travel up to 25%
The base salary range for this full-time position is $95,260.00 - $124,704.00 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C).
For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Commission
Equity
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.