[Remote] Sr. Specialist, Customer Success

Note: The job is a remote job and is open to candidates in USA. Transcarent is a health and care platform that integrates medical, pharmacy, and point solutions, aimed at enhancing the health experience for consumers. The Senior Client Success Specialist will manage a portfolio of strategic client relationships, ensuring satisfaction and growth through proactive engagement and operational excellence. This role involves onboarding clients, conducting strategic reviews, and optimizing program utilization to achieve business outcomes.ResponsibilitiesSupport the Client Success Executive as the primary point of contact for an assigned portfolio of strategic and enterprise 2nd.MD clientsAssist with strategic business reviews, quarterly health checks, and annual renewal discussions with HR leaders and key stakeholdersMonitor client communications and flag potential risks, concerns, or opportunities to the Client Success ExecutiveMaintain positive relationships with key decision makers, HR leaders, benefits administrators, and health plan partnersAssist with coordination of relationships between clients, health plans, insurance carriers, and strategic partnership organizationsSupport program implementation and communication across client organizations and their health plan partnersHelp facilitate meetings and ensure proper documentation and follow-up activitiesSupport client retention activities and assist with renewal preparation and documentationHelp identify potential growth opportunities and communicate findings to the Client Success ExecutiveAssist with developing client success plans and tracking progress against established goalsProvide administrative support for expansion discussions and coordinate with Client Success Executive as neededMonitor and analyze client program performance with assistance from Client Success Executive, tracking utilization rates, member satisfaction, clinical outcomes, and ROI metricsPrepare standard reports and summaries to help demonstrate program value to clients and health plan partnersSupport implementation coordination of new services, features, or program enhancementsAssist with cross-functional coordination and help manage project timelines and deliverablesServe as a knowledgeable resource on 2nd.MD services, helping clients navigate available programs and resourcesSupport client communications including meeting preparation, documentation, and follow-up activitiesAssist with preparing materials and presentations for client meetings and strategic planning sessionsHelp gather client feedback and communicate insights to appropriate internal teamsMonitor and track client engagement activities including marketing campaigns, communication initiatives, and member outreach programsCoordinate with marketing teams to ensure proper tracking of engagement opt-insSupport execution of client-specific engagement strategies and marketing materialsAssist with election tracking of health fairs and on-site events. (Some travel may be required in attending on-site events.)Maintain accurate records of engagement activities, marketing touchpoints, and election outcomesHandle routine client inquiries and coordinate escalated issues with the Client Success ExecutiveProvide administrative support including meeting coordination, documentation, and project trackingAssist with process improvements and help maintain best practices for client relationship managementSupport special projects and initiatives as assigned by the Client Success Executive and leadership teamSkillsBachelor's degree in Business, Healthcare Administration, Communications, or related field5-7 years of professional experience in client success, account management, or strategic relationship managementProven experience managing complex B2B relationships with contract values of $100K- $2M+Demonstrated track record of achieving retention and growth targets in senior client-facing rolesExperience working with healthcare organizations, health plans, insurance carriers, or strategic partnershipsAdvanced analytical skills with experience interpreting complex data and creating strategic insightsExpert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) along advanced data analysis toolsStrong verbal and written communications are essential to success in the roleHealthcare or benefits industry experience, particularly with medical consultation, second opinion, or clinical advisory servicesExperience managing multi-stakeholder relationships involving clients, health plans, and strategic partnersBackground in HR, benefits administration, employee health programs, or healthcare consultingExperience with enterprise-level contract negotiations and renewal processesMBA or advanced degree in Healthcare Administration, Business, or related fieldProject management certification or experience leading complex, multi-stakeholder implementationsBenefitsCorporate bonus program or a sales incentive (target included in OTE)Stock optionsCompetitive medical, dental, and vision coverageCompetitive 401(k) Plan with a generous company matchFlexible Time Off/Paid Time Off, 13 paid holidaysProtection Plans including Life Insurance, Disability Insurance, and Supplemental InsuranceMental Health and Wellness benefitsCompany OverviewTranscarent is a provider of a healthcare platform that facilitates improved outcomes and cost-effective decisions. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.transcarent.com.