Job description
RethinkCare is the first and only human- and web-based program to provide effective & affordable clinical best practice tools to support multiple populations within the neurodiversity community: employees caring for children/teens with learning and behavioral needs, neurodivergent employees, and the managers and organizations that support them. Developed by internationally recognized clinicians and leaders, Rethink empowers employees to pursue individualized skill-building and support both online and through 1:1 consultations, thus, reducing stress, creating a nurturing environment, and increasing productivity at work.
The Customer Success Manager (CSM) role provides support to the Customer Success Team (CST) by working with a portfolio of strategic customers and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring customer satisfaction and retention of Rethink’s book of larger customers / business. The CSM role has primary responsibility in the day-to-day management of client needs and expectations, partnership with peers within the CS Team, and works to facilitate the overall positive value Rethink’s products and services provide to our clients.
Essential Roles and Responsibilities:
Customer Engagement:
- Builds and maintains relationships with key HR decision makers and business leaders at the customer’s organization to establish alignment on mutual goals and trust in future interactions.
- Puts forward strategies and recommendations around driving engagement for members on behalf of the client. Understands / recommends communication strategies to drive utilization of our tools in the unique/custom needs of the clients’ goals, culture, and needs.
- Actively monitors and proactively identifies trends in customer / member utilization of our tools and services. Acts as subject matter expert on how to interpret trends and analyses. Put together action plans to act on these trends.
Account Management:
- Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by Rethink.
- Address and Promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners in a thoughtful, professional, and articulate manner.
- Facilitates with product, operations, consulting BCBA (Board Certified Behavior Analyst), and other internal areas for resolution of client inquiries and issues. Sets strategies to address future needs as necessary.
- Collaborates with third-party vendors and partners on behalf of the client to gather or communicate information and /or resolve issues.
- Facilitates and leads in standard client processes such as annual renewals, communication strategies and requests. Is a strategic partner to the client in helping to promote and drive utilization of our tools and services.
- Advise Client Executive (CE) of client status, suggestions on how to increase engagement, value prop enhancement strategies and opportunities for improved client satisfaction.
Industry Knowledge:
- Proactively builds and maintains knowledge of healthcare landscape, solutions, and business priorities.
- Understands ongoing and new potential threats the customers face.
- Assists and/or works to understand the customers’ business strategy and the direction of the industry.
- Strong understanding of mental wellbeing market, needs, and challenges.
Professional Skills and Experience:
- Bachelor’s degree or equivalent experience required
- Minimum of 4 years of experience interfacing directly with customers with healthcare organization representatives (HR resources, benefit consultants, third-party vendors, etc.)
- Ability to function independently with limited supervision and as a team member within the Client Success Team
- Interact professionally with other entities, both internal and external, while managing sometimes complex interactions
- Strong customer service and communication skills
- Ability to research and determine root cause and analysis; facilitate prompt resolution
- Ability to multitask and prioritize workload, excellent organizational and time management skills
- Ability to make to make timely and effective decisions consistent with Rethink business goals and culture
- Intermediate knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
- Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies
Benefits:
- Generous health, dental & vision benefits package
- Paid time off
- 11 paid holidays
- 401k + matching
- Parental leave
- Professional development assistance
Location: Remote opportunities are only available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IL, IN, KY, LA, MD, MA, MI, MN, MO, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI
Our commitment to an inclusive workplace
RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
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