Senior Client Success Manager

Key Responsibilities

Operational Client Relationship Management:

• Oversee a portfolio of high-value client accounts to establish and maintain strong operational partnerships.

• Promote goodwill and long-term retention by driving operational excellence and offering tailored solutions.

• Serve as the primary operational escalation point for complex workflow challenges, driving resolution and ensuring client satisfaction.

• Act as a thought leader in operational processes, guiding clients through improvements that align with their business objectives.

• Collaborate with the Associate Principle to ensure alignment between strategic goals and operational needs.

• Mentor junior team members on operational client relationship management best practices.

Strategic Planning and Operational Execution:

• Design and implement comprehensive Operational Success Plans that align with the execution of strategic initiatives.

• Conduct detailed business reviews, focusing on KPI evaluations, operational trends, and actionable recommendations to address client pain points.

• Coordinate with the Associate Principle to ensure that operational efforts support broader client strategic objectives and organizational goals.

• Identify and mitigate potential operational risks impacting client success while creating scalable workflows.

Operational Excellence:

• Lead initiatives to optimize workflows, ensure deliverables are met, and achieve key performance metrics (e.g., A/R days, claims denial rates).

• Oversee client onboarding, system transitions, and operational process optimizations in collaboration with internal teams.

• Partner with the Associate Principle, Sales, and Finance teams on client renewals, operational enhancements, and revenue growth initiatives.

Client Advocacy and Cross-Functional Collaboration:

• Represent client operational needs internally to prioritize necessary product and workflow improvements.

• Build thought leadership within operational domains through active participation in industry discussions and advisory boards.

Team Leadership and Mentorship:

• Provide leadership within the Client Success team, offering training, development opportunities, and support to improve overall team performance.

• Assist management with team projects, delivering insights for departmental growth and efficiency.

• Actively mentor colleagues on project execution, client communication, and cross-functional collaboration.

Education and Experience

Education:

• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or related field required.

• Master's degree (e.g., MBA or MHA) preferred.

Experience:

• 5+ years of experience in client success, strategic account management, or a related role, including 3+ years managing high-value client accounts.

• Proven experience in healthcare IT or revenue cycle management (RCM), with a deep understanding of provider or payer workflows and a focus on operational workflows and metrics.

• Experience leading operational projects in collaboration with strategic counterparts and executive stakeholders.

• Proven ability to analyze data, identify trends, and develop operational improvements.

Skills and Knowledge

Advanced Interpersonal and Communication Skills:

• Exceptional ability to build and maintain trust-based operational partnerships with client stakeholders.

• Skilled in managing operational escalations and guiding teams through process improvements.

• Advanced collaboration skills to work effectively with the Associate Principle and other internal stakeholders.

Strategic and Operational Expertise:

• Strong ability to interpret KPIs (e.g., denial rates, days in A/R) and deliver operational insights that support strategic initiatives.

• Experience using data to propose scalable improvements and refine workflows for efficiency.

• Proven ability to balance competing priorities and align operational actions with strategic goals.

Project Leadership:

• Expertise in managing large-scale operational projects involving cross-functional teams.

• Demonstrated success in executing account strategies and achieving measurable outcomes.

• Advanced presentation skills to communicate operational updates and insights effectively.

Industry Knowledge:

• Advanced understanding of healthcare IT systems (EHR, PMS, RCM technologies) and payer-provider workflows.

• Knowledge of healthcare regulatory requirements (HIPAA, CMS guidelines, value-based care models).

• Familiarity with emerging operational trends and their implications for client success.

Key Differentiators for the Senior Role:

Operational Leadership: Focuses on aligning day-to-day workflows and processes with client operational needs and metrics.

Collaborative Strategy Alignment: Works closely with the Associate Principle to ensure seamless execution of strategic initiatives through operational excellence.

Process Optimization: Emphasizes identifying and implementing process improvements to enhance client and organizational efficiency.

Mentorship and Development: Acts as a leader within the Client Success team by mentoring junior members and contributing to departmental growth.

Tactical Problem-Solving: Addresses immediate operational challenges and contributes to long-term solutions aligned with broader strategic goals.

Performance Metrics:

• Achievement of account-specific KPIs (e.g., error rate reductions, claims processing times, EDI adoption rate).

• Client retention rate and Net Promoter Score (NPS).

• Successful delivery of operational milestones and alignment with the client's strategic initiatives.

• Contribution to team mentorship and cross-functional project success.

This Senior Client Success Manager role emphasizes leading operational processes and working in tandem with strategic counterparts to achieve comprehensive client success.

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!

• Culture is important to us and there are many ways for you to make your mark here!

• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "Availadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.

• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!

• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!

• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.

• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.

• Interested in furthering your education? We offer education reimbursement!

• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.

• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

Recruiter Team video interview

Manager Teams video interview

Team Teams video interview