Customer Success Manager (Client Services Manager-AH)

    • Duarte, CA

About AccessHope


Join a thriving startup that is changing the way cancer care is delivered for millions of patients around the country. Recently spun off from an internationally renowned research and treatment hospital, AccessHope understands that cancer doesn’t play by the rules, so we don’t either. We are an agile, disruptive brand that’s backed by a founding member of the National Cancer Center Network. Now, we’re joining forces with employers to bring state-of-the-art cancer expertise to their employees and give patients access to the latest developments in precision medicine, genetic risk assessment and clinical trials, regardless of where they live. The goal? To dramatically improve care, outcomes and value during cancer treatment.

It’s a revolutionary new model – and we’re looking for revolutionary thinkers to join us.

Overview


AccessHope is seeking a motivated and experienced Client Services Manager to help ensure client success through world-class operations and technology delivery. Reporting to the Director of Client Services, the Client Services Manager will be the main point of contact for all post-implementation client relationships, and will serve as a day-to-day connection point between clients and our clinical operations and technology teams. The candidate will organize and facilitate client operations meetings and all interactions, with the goal of promoting ongoing partnership between the client and AccessHope. The ideal candidate will have a strong business acumen, with excellent customer service, project management, communication and presentation development/delivery skills.

Role

  • Primary responsibility to clients includes ongoing operations support and management
  • Understand and drive client member engagement of AccessHope programs
  • Advise on program promotion within client’s benefits ecosystem
  • Execute regular communication and outreach to existing clients to foster and maintain positive relationships at an operational level
  • Understand how client operations are using the products and services, recognize customer needs, monitor issues, gather major new change or product priorities and observe/communicate trends
  • Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive client experiences
  • Exhibit superb communication skills (both written and oral), including delivering group presentations
  • Maintain effective communications and working relationships with clients and cross-functional internal teams
  • Ensure internal processes are understood and followed to enable client satisfaction, retention and growth
  • Review and interpret contracts, master service agreements, statements of work and contribute to the RFI/RFP process
  • Perform proper handoff to operations team at client program launch and service ongoing client needs
  • Develop standardized standard operation procedures and new business tools, as needed
  • Prepare reports and dashboards, present client performance reporting for leadership (weekly, monthly, quarterly)


Qualifications
Requirements
  • Bachelor’s degree in healthcare administration, business administration or related discipline
  • 5+ years of recent healthcare industry experience with an emphasis on program and service delivery
  • Ability to quickly grasp complex business ideas, translate them into business-level requirements and operationalize them in partnership with clinical team
  • Strong leadership and program/project management capabilities
  • Strong change management experience
  • Ability to effectively multitask to handle multiple projects and priorities simultaneously
Desired
  • Master’s Degree
  • PMP certification
  • Business-to-Business (B2B) client management experience, preferably in healthcare or health plan management
  • Consulting experience
AccessHope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. #LI-RA

City of Hope is a leading nonprofit clinical research center—fighting major life-threatening diseases and delivering hope with exceptional treatment, prevention, and educational programs.

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