About LanternLantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.VP, Client Success ManagementThis is a new role at EDH which will help us scale our Client Success team as we continue on our trajectory of rapid growth. The VP of Client Success Management will manage our Client Success Managers (CSM) across all client sizes and markets including employer, labor and public sector clients. Our CSM's support our Client Executives (CE) by owning the day-to-day operational interactions including client relationships, member escalations, member marketing, and client advocacy. This support function allows CE's to focus on strategic account development and commercial growth. Consolidating the CSM function under this new role is a key component to our achieving scale, efficiency and operational excellence. The VP, Client Success Management will also own the implementation function and be responsible for delivering a world-class onboarding experience.Location: Remote | USA | Travel RequiredResponsibilities:Leadership and Team Management:
- Lead, mentor, and manage the Client Success management and implementation teams to ensure high performance and professional development.
- Implement change management solutions to help scale our Client Success organization as we expand our market share.
- Create repeatable and scalable processes that reduce time to execute and create a platform for delivering a consistent client experience.
- Develop and implement strategies to enhance client satisfaction and success across the team.
- Foster a collaborative and positive team environment focused on achieving client success goals.
- Build an industry-leading team that thrives in a fast-paced environment with significant growth opportunities for high performers.
- Establish a data-driven system to support performance management.
Client Relationship Management:
- This role is an internal role, but with significant impact on our clients' overall satisfaction.
- Oversee the team responsible for managing day-to-day client relationships, ensuring client needs are met and exceeded.
- Develop and maintain strong relationships with key stakeholders to drive satisfaction and loyalty.
Setting Goals, Strategy, and Plan:
- Define the goals, strategy, and plan to achieve and exceed client success management goals.
- Ensure all team members are aligned with the defined goals and strategies.
Member Escalations:
- Guide the team in handling member escalations with a sense of urgency and professionalism.
- Ensure effective resolution of escalated issues through collaboration with internal teams.
Open Items Log:
- Oversee the management of the open items log, ensuring all client-related tasks and issues are tracked and resolved in a timely manner.
- Provide guidance to the team on prioritizing and addressing open items.
Member Marketing:
- Lead the team in developing and executing member marketing strategies to enhance client engagement and satisfaction.
- Collaborate with the marketing team to create targeted campaigns and communications.
Client Advocacy:
- Serve as a strong advocate for clients within the organization, ensuring their needs and concerns are addressed.
- Gather and analyze client feedback to drive continuous improvement in our services and solutions.
- Design, deliver, and implement client advocacy, championship, and referral programs in collaboration with marketing.
Establishing Metrics and Dashboards:
- Define both primary and secondary metrics and dashboards to enable real-time reporting on status and progress towards goals.
- Provide insight into what's driving or limiting the intended output.
Building Processes and Systems:
- Establish systems and processes to ensure effective training and onboarding of team members in collaboration with enablement.
- Provide systems and processes to ensure consistency of service delivery across clients.
- Manage our onboarding/implementation team (newly launched).
Identifying Opportunities for Improvement:
- Identify opportunities for improvement both within and outside of client success management.
- Propose solutions to address identified opportunities.
Communicating Progress:
- Regularly communicate progress to both the Client Success and Executive Management Teams.
- Establishing Strong Cross-Functional Relationships:
- Work closely with sales, marketing, network, member services, and other related functions to ensure a one team approach.
- Foster collaboration and alignment across functions to drive client success.
Requirements:
- Proven track record of driving efficient client success management within growth stage companies.
- Experience scaling teams.
- Strong experience in managing teams with different experience levels.
- Leadership experience with a track record of building and developing high-performing teams.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to work in a fast-paced environment.
- Healthcare industry knowledge and experience is a plus.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.#J-18808-Ljbffr