Customer Success Manager

Location: Minneapolis, MN

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: Rare domestic travel

Positions Supervised: None

Reports To: Director of Customer Success

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community — can ease those burdens and effectively connect members to health care. Our mission-driven and member-focused company is seeking an experienced and highly self-motivated Customer Success Operations Coordinator.

The Customer Success Manager is responsible for a broad range of responsibilities related to successfully onboarding new customers and continuing to deliver value through account management following implementation. In this position, you will work externally with customers (primarily MCOs) and key stakeholders to ensure the customers have smooth onboarding and are excited to partner with Reema Health going forward. You will be responsible for the planning, coordination, and completion of all internal operations required to launch and maintain the customer account.

How You Will Add Value:

• Drive our customer’s project plans and guide them as they implement the Reema Health program.
• Manage existing customer relationships through consistent and ongoing communication; serving as a trusted advisor to our customers to anticipate, identify and resolve potential risks.
• Monitor customer Key Performance Indicators (KPIs) to proactively identify potential risks or opportunities, collaborating with cross-functional teams to implement corrective actions.
• Manage internal processes to ensure timely reporting and data transfers to support your customers.
• Manages and monitors all open customer requests from creation to completion. Demonstrating the appropriate sense of urgency and provides proactive, consistent communication (internally and externally) to stakeholders. Ensures each issue/customer request is logged and kept up to date.
• Help develop and shape our internal processes to ensure efficiency and scalability across multiple types of customer implementations.

Education, Experience and Skills:

• Bachelor’s Degree required
• Minimum of 4-6 years of client facing implementation / project management or account management experience.
• Strength to multitask, manage multiple priorities, and prioritize appropriately to meet strict deadlines is essential.
• Strong interpersonal communication skills and an ability to create and manage relationships with customers and internal stakeholders
• Demonstrated ability to deliver outstanding customer service to customers, prospects, members, and partners.
• Adept at working in a fast-paced environment where rapid change and continuous changes are the norm.
• A resourceful problem-solver with strong analytical skills.
• Preferred: High growth startup experience and/or healthcare experience; preferably implementing a health care services provider, managed care products, or risk bearing provider.

Benefits:

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Paid Parental Leave
• Accrued Paid Time Off
• Technology Stipend
• Flexible Schedules and Remote Work

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.