Join MedOrion’s journey in disrupting Healthcare with our revolutionizing behavioral science based software platform.
Company Overview
MedOrion is a mid-stage startup company, striving to improve the health of our communities. Our cutting-edge platform empowers health care organizations to unlock psychological barriers of their members towards important health behaviors such as cancer screenings and medication adherence.
We have already established partnerships with several Top-10 health insurance companies in
the U.S and are currently managing 1.8 million lives. Our impressive growth within the last 12 months sets the stage for our next big leap: scaling towards becoming a dominant U.S health insurance market player. As part of our growth strategy, this position is based in the U.S., fully remote (aligning work hours to ET zone), and will work closely with an international team.
Position Overview
As a Customer Success Manager (CSM), you will own the relationship and performance of our customers, which are primarily U.S. health insurance companies – from their initial solution onboarding & implementation phase, through ongoing program execution, measurement, and expansion phases.
You’ll act as a liaison between the customer and the company, advocating for the customer’s needs internally and demonstrating the company’s value externally. You’ll accomplish this by developing a “trusted advisor” relationship with the customer, determining their strategic goals and ensuring they’re met from initial program implementation — which includes content creation and configuration management – to operational execution, along with producing ongoing program reporting and presenting results.
We are looking for a results-oriented, energetic, and highly motivated individual with a genuine curiosity about the customer’s business needs, strong technical and/or clinical orientation and ability to deliver the MedOrion solution value to our customers. This is an individual contributor role, reporting to the Head of Customer Success. Potential travel up to 10%.
Key Responsibilities
- Establish a trusted relationship with assigned customers and facilitate internal stakeholder support to ensure customer satisfaction and shared success
- Identify and manage potential risks and issues that could impact customer satisfaction
- Develop and maintain strong relationships at appropriate levels within the customer organization
- Develop a deep understanding of client business objectives, including quality measures, cost savings, and members’ health outcomes and experience
- Develop and manage project plans to enable on-boarding of the customer and campaign deployment
- Campaign management, including content creation and management, and campaign execution
- Monitor usage and engagement level and work together with the client to optimize performance, demonstrate value, and achieve desired results
- Work with internal stakeholders to analyze customer results, identify insights and opportunities, and engage internal and external stakeholders in discussions to enable implementation of enhancement opportunities
- Develop, deliver and execute customer success plans which outline critical success factors and measures for success
- Identify and present opportunities to expand customer use of the solution to increase revenue to company and results for customers
- Identify opportunities to constantly improve the customer experience
- Work with R&D and product teams to identify and prioritize product enhancement opportunities
- Serve as the primary point of contact for all customer communications
- Escalate customer issues, as needed, to ensure they are resolved quickly and appropriately
- Leverage customer interactions to identify opportunities for upselling and expansion
Qualifications
- 5+ Years of experience in Customer Success, Account Management, or similar field
- Experience working with large and complex enterprise clients
- Ability to think strategically and execute tactically
- Ability to establish and maintain trust, address complex issues sensitively, and meet the needs of multiple stakeholders within a given client
- Strong knowledge and understanding of the U.S. health insurance industry, especially quality/Star ratings and care/cost management
- 3+ Years of experience in Project & Program Management
- Highly organized and detail oriented
- Proactive, driven, autonomous, and self-motivated
- Exceptional communication skills (written and verbal)
- Results-driven, able to tell a story with data
Additional Preferred Qualifications:
- Experience in at least one of these programs in a health insurance company:
- Care Management, cost of care savings
- Quality management and star ratings, including CAHPS, HEDIS
- Value-based care
- Risk management
- Understanding of regulatory compliance requirements relevant to health care/insurance industry and marketing (e.g., HIPAA, TCPA)
- Expertise in contracting, negotiation, presenting to high-level leadership
- Experience in health tech, startup
- Operate efficiently and adapt in a fast-paced, changing environment
- Strong sense of ownership and accountability
- Cross-functional collaboration
- Process design and continuous quality improvement
- Experience or background in Behavioral Science or Behavioral Psychology
- Experience with Marketing & content creation, including knowledge of marketing theories and best practices
- Technical skills & experience with marketing campaign platforms (MailGun, Twilio, Facebook)
- Experience with HTML
Compensation
- Salary range: $100-120k
- Benefits:
- Health insurance – medical, dental, vision
- PTO – unlimited
- Insurance: long-term disability, life
