Senior Manager, Client Success

Job Description

Waltz Health is looking for a driven, relational, and analytical Senior Manager, Client Success to lead and grow our relationships with clients. As a Senior Manager, Client Success, you will be the subject matter expert of clients within your portfolio – owning immediate client escalations, managing long term partnership growth, and functioning as the operational voice of the client within Waltz Health. You will also be responsible for regular reporting to client and internal Waltz stakeholders, tracking success to agreed upon metrics and driving improvements in program value.

In this role, you will report to the Director of Client Operations and partner closely with the analytics, marketing, product, and technology teams within Waltz. Success in this role requires an organized and analytical professional who combines strong project management experience with excellent communication and client engagement skills. Ability to adapt quickly and function effectively in a fast-paced environment is key.

You will primarily focus on the following responsibilities:

• Own Waltz Health pharmacy, health plan, and PBM client relationships, serving as the primary connection point between clients and Waltz Health.
• Nurture and grow client relationships: ensure delivery against client goals, identify ongoing client opportunities, and partner with Sales & Product to identify upsell opportunities.
• Report ongoing performance to clients and internal teams; manipulate data to identify actionable insights to improve program value.
• Coordinate among internal Waltz team to assess, prioritize, and deliver client escalations and enhancement requests in alignment with Waltz Health goals and priorities.

In the first 90 days, you will:

• Gain a strong understanding of Waltz Health products, clients, and processes.
• Bring the best of Waltz Health to clients, establishing trust and working to maximize value.
• Refine the plan for ongoing engagement with clients.

You will be successful at Waltz Health because you:

• Have a positive attitude and play well with others.
• Display superior organizational and time management skills, with the flexibility to adapt to changing circumstances and the ability to plan proactively.
• Are highly motivated, self-directed, and resourceful.
• Have a high level of pride in individual and group results.
• Have a consumer-first mindset, are passionate, and focused on delivering simple and compelling experiences.
• Are willing to travel up to 20% to client sites across all US states to gather feedback and learnings.

Additionally, you have the following experiences:

• Required:
  • 4+ years previous experience in client success, implementation, management consulting, and/or project management.
  • Desire to work hands-on, ability to thrive a fast-paced environment
  • Self-directed problem solver with experience developing and improving processes.
  • Strong experience with data analysis & reporting - taking a data set and identifying trends and actionable insights.
  • Experience working in or with a PBM or health plan, or ability to get up to speed quickly on a complex industry.
  • Excellent verbal and written communication skills, strong attention to detail.
  • Proficiency in Microsoft Excel, PowerPoint, and Word
• Preferred:
  • Experience interfacing with client teams.
  • Experience working for a start-up company, pharmacy, health plan, or PBM.

We'd love for you to have these qualifications:

• Bachelors (required)
• Master's in business or healthcare administration a plus but not required.

Pay Range

$100k - $149k annual salary