Included Health
Client Success Portfolio Manager
Remote — the employer does not say where candidates may be based.
Location not stated
Employer listed it 3 weeks ago · Added today
Been open since 3 weeks ago, still checked daily, but it has been live a while.
Salary
$95k–$125k a year
Location
Location not stated
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Undisclosed
The listing is advertised as remote but does not state which countries or regions candidates may work from.
Why this role is Undisclosed
We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.
- Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
- Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
- Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.
Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.
What the employer says
- Source listing states candidate location: "Remote"
What Nomaders makes of it
- No residency or region requirement found in the job description
- Check with the employer before assuming you can work from abroad
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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%
Requirements
- ·B2B Healthcare: 5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare.
- ·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.
Benefits
- ·In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
- ·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")
How to apply
- 1Check the flexibility label above, undisclosed, matches where you plan to live and work.
- 2Tailor your CV to the role at Included Health, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
$95k–$125k a year · You'll be taken to the employer's careers page.