Client Success Manager (Hybrid work location)

Client Success Manager

Location: Dallas, TX (Hybrid work location Dallas / Remote)

The Client Success Manager is responsible for construction and execution of client specific strategic plans for their assigned book of business. In this critical role, you have the opportunity to impact the experience for every participant involved in the implementation!  A normal day in the life includes overseeing the day-to-day client management activities for the assigned employer and health plan clients, clinic bookings, creating and managing client relationships, program strategy development, new and renewal implementations, customer service coordination, communication campaign strategy, issue resolution, reporting, and ongoing client requests.  Whew, that's a lot!  This role is high impact and successful candidates have exceptional communication skills.

• Deliver the highest level of client satisfaction for client base while ensuring annual contract renewal and additional Catapult Health solutions.
• Effectively communicate engagement solutions to customers with passion and excitement. Skill must be leveraged across live meetings, telephonic discussions, and webinars.
• Work with internal team to develop communication promotions and campaigns for each assigned account to positively influence participation and engagement.
• Accountable for strategic reporting for communication outreach and engagement
• Prepare and deliver reviews for each account. Perform analytical reviews of client engagement results and develop strategic recommendations and action plans aligned with client’s goals and objectives.
• Implement employer process for assigned accounts and serve as an expert on all operational aspects of all Catapult Health programs and solutions.
• Maintain a strong working knowledge of all aspects of all Catapult Health products and services.
• Project manage day-to-day operational and tactical account management activities for assigned accounts.
• Responds to and resolves routine client requests and questions.
• Responsible for client clinic bookings.
• Utilizes internal Catapult Health teams as appropriate and seek assistance of Senior Manager, Client Success with questions that are more complex.
• Opportunity for higher revenue account assignment for future professional development growth.
• Directly reports to Senior Manager, Client Success.
• Book of business assignments: SMB, Enterprise, and Strategic accounts.
• CSMs would partner on any accounts where applicable.
• Responsible for meeting or exceeding account and organizational metrics and goal.
• Natural growth and development path would be a Client Success Executive.

• SUPERIOR interpersonal communication and writing skills.
• 3+ years of experience in Account Management /Client Success or related customer service position directly managing a large book of business to include small, medium, and large sized accounts.
• Ability to work in our Dallas Office (Addison area) Monday's, Tuesday's and Wednesday's each week with the flexibility to come in to the office as needed on other days.
• Ability to travel to client events, meetings, etc.  While travel is limited (usually one to two times per quarter, on average), we want you to have the chance to meet clients when possible
• Bachelor's Degree is highly preferred.
• Healthcare and Wellness industry knowledge is strongly preferred.
• Strong organizational skills and detail orientation.
• A high level of professionalism and positive work behavior.
• Ability to work effectively in a fast paced, high energy, team-oriented environment.
• Ability to multi-task and perform effectively under pressure.
• Required to work cross-functionally within the organization and with external clients.
• Self-directed and proven ability to work independently.
• Strong analytical, problem-solving skills.
• Strong knowledge of MS Office suite.
• Knowledge of Salesforce (or another CRM platform), preferred.

Catapult Health’s Core Values are a way of life for our team members. They influence who we are and the decisions we make across the organization.

• Do What’s Right: We lead by example. Our decisions are made with integrity, inclusion, dignity, and thoughtfulness.
• Work Smart and Innovate: We are thought leaders with a knack for disruption. Challenging the status quo is the name of our game.
• Be Professional: We interact with poise and awareness, fostering a culture of respectful and inclusive encounters.
• Always Empower: We rise by helping others maximize their potential and hold ourselves accountable to being our best.
• Care and Serve: We are a mission-driven business with mission-driven team members. Cultivating relationships and helping others is at the core of what we do.

• Above all, join us because of our team. We are a fantastically innovative, diverse, and enthusiastic team that is passionate about making meaningful contributions toward our shared purpose: Empowering individuals to improve their health!
• Competitive compensation with annual merit increases
• Medical, Dental, and Vision plan(s) available through BCBS (premiums shared between team member and Catapult Health with a substantial portion of coverage paid by Catapult Health)
• HSA and Dependent Care FSA accounts
• Short-Term Disability and Basic Life Insurance (premiums employer paid)
• Employee Assistance and Engagement Platform available to team members and their immediate household family members!
• Voluntary Long-Term Disability and Supplemental Life Insurance programs
• PTO, holidays, and floating holidays (including a Celebrate You Day!) to support each team member’s diverse needs and interests.
• Robust Wellness Program that includes an annual reimbursement component and activities spaced throughout the year ($500 value annually)
• 401(k) match
• Pet insurance
• Hybrid work location program – although you may find that you prefer to be in the office. We have an incredibly cool workspace with electric height-adjustable desks and executive chairs. We also have great shared spaces, breakrooms and even an outdoor patio where we enjoy collaboration and team building, as well as the occasional margarita!
• Birthday and Work Anniversary celebration

Catapult Health is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
 
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU..