Anthem, Inc. Client Success Director in Atlanta, Georgia
SHIFT: Day Job
Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.
Locations: Atlanta,GA; Richmond, VA; Mason, OH; Other locations will be considered. Remote work at home opportunity.
The Client Success Director (aka Solutions Management Director) acts as the primary point of contact for Commercial, Speciality, Business Division, Local and National Sydney Preferred Client management and addresses all Digital requests. Ensures customers are satisfied with the products and services. Provides high-level technical support and works to resolve any customer dissatisfactions. Help increase customer retention by establishing themselves as credible authorities to build and maintain customer relationships. Keep clients updated on their progress and engagement. As new products and capabilities come available, they facilitate demos and training. If customers decide to add new products to their plans, success managers help implement them. Managing day to day operational, technical, and business partner interactions for existing programs and works together with Product Development to consult on enhancements to existing products and development of new clinical solutions based on department analytics.
Primary duties include, but are not limited to: • The primary point of contact for CSBD Client Management for Sydney Preferred and addresses all Digital requests for existing Clients. • Understand and track specific Sydney Preferred goals for the client. Host monthly meetings with Client to keep them engaged, updated on all enhancements, and follow up on any open items. Share high level reporting such as digital registration and engagement to help facilitate conversations on actions to reach client goals in coordination with the client team. Shares forthcoming features/product decisions to help avoid any issues that may arise due to enhancements or outages. • Triage all ad hoc requests. Monitors Client billing. Provides training so client understands how to use any self-service tools. • Provides high-level technical support and works to resolve any customer dissatisfactions. Help increase customer retention by establishing themselves as credible authorities to build and maintain customer relationships. • Own the digital element of Annual or Quarterly reviews with client stakeholders that includes success metrics, engagement, outcomes, roadmaps and recommendations. Keep clients updated on their progress and engagement. As new products and capabilities come available, they facilitate demos and training. If customers decide to add new products to their plans, success managers help implement them. • Help develop complex outreach strategies to engage new members and re-engage others. Recommend challenges as engagement drivers. Recommend rewards for challenges based on client budget. For Incentives, understand client goals and desired outcomes and make recommendations that fit those goals. Determine any outbound file needs and frequency. Manage all file delivery needs, tracking and issue resolution. • Provides consultation and advice to business partners regarding benefits of products and analytics. • Provides business partners with the resources, training and services necessary to effectively utilize the products that provides. • Analyzes business partner data for QA and identification of opportunities for business partners to utilize products and services to improve plan performance. • Where applicable, maintains expert knowledge of current clinical measures and future clinical measure development plans, communicates this information to business partners, assists in the selection of clinical measures to be utilized in pilot and full rollout of products and services, and guides business partners in continually reviewing and updating clinical measure sets. • Maintains expert knowledge of all current systems, products and services and basic understanding of future system and product development plans to allow appropriate level of communication with business partner. Leads department projects and mentors solutions management staff. • Serves as subject matter expert for the Client and Account team. • Directors typically support business strategies through an integrated portfolio of programs, projects and initiatives.
Minimum Requirements: • Requires a BA/BS degree and a minimum of 8 years of experience in related field; including 3 years Solutions Management experience (Account/Client Management); or any combination of education and experience, which would provide an equivalent background.
Preferred Qualifications: • Graduate degree and/or professional designation related to field preferred
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.