United States onlyClient Experience Manager
Department: Client Operations
Employment Type: Full Time
Location: Remote
Reporting To: Peter Hullihan
Compensation: $89,200 - $99,200 / year
Description
Healthcare today is nothing short of amazing. Yet all of it only works when people connect with it. And too often, they don’t. Healthcare can be impersonal. Confusing. All elbows. The record scratch at life’s party. We’re here to help connect healthcare with the people who need it. Which is everyone. How? By listening. Collaborating. And inspiring. Icario is the leading health action company that deeply understands people, giving our clients the data and tools they need to reach further, overcome barriers, personalize outreach, and connect with people like they’re human. Using whole person data, behavioral science, and digital-first omnichannel pathways, we build long-term value for our customers by helping them put people first and deliver better outcomes faster. This is healthcare that knows us, meets us where we are, has a relationship with us, anticipates our needs, and smoothly and consistently connects us with the right care. This is healthcare that helps everyone live better. Ultimately, our mission is to help move people to do things that are good for them! We’re excited about the path ahead—are you ready to make the world a healthier place, one person at a time?Are you looking for a late-stage health-tech organization where your expertise and experience can grow and allow you to be innovative? If so, we’ve got an exciting opportunity for you! We are seeking a Client Experience Manager (CXM) to join our team. Leveraging your healthcare and technology expertise you will manage matrix heavy processes as you partner with Sales and Implementation teams to deliver exceptional day to day service experience for our clients and their members leveraging the Icario engagement platforms.
Why We Need You
• Primary day to day contact for Icario’s clients ensuring an amazing overall experience• Provide oversight during program implementation, setting direction, milestone schedule, and ensuringissue resolution• Understand and manage program performance for your assigned clients• Provide consultative services to your clients addressing service delivery needs• Investigate, research, and resolve concerns and service-related issues presented by the client• Develop meeting material and lead effective interactions with clients, vendors, and internal partners• Ensure the timely and accurate delivery of client communications (correspondence, ticket updates,product updates, regular meetings, report reviews, etc.)• Build strong working partnerships with your clients and internal SMEs to ensure client satisfaction andretention• Embody Icario’s valuesWhat We'll Love About You
At Icario, we’re not looking for the impossible, just the exceptional. If you meet a combination of the listed skills below, we encourage you to apply!Required Qualifications:• Understands technology-enabled products and services and the process to configure, deliver, andsupport these capabilities• 3+ years of technical account management experience• 2+ years of experience in analyzing client needs and product performance• 2+ years of business project management experience• Intermediate proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access)• Excellent troubleshooting skills, and high-level interpersonal skills• Ability to travel up to 25% of the time (Domestic)
Preferred Qualifications:• Bachelor’s Degree (or higher)• Understands complex SaaS program structure
What You'll Love About Us
- 4+ weeks PTO, Summer PTO, and unlimited Health & Wellness PTO
- Competitive benefits package including: medical, dental, vision, disability, FSA, HSA, pet insurance, and more
- Generous 401k program with company match
- Company paid parental leave
- Work-life harmony
- $1,000 employee referral bonus program
- Fully remote & hybrid working models with office locations in Minneapolis, MN & Birmingham, AL
- The list goes on, apply to learn more!
JOIN USWant to learn more about us? Visit us at icariohealth.com.
Icario is committed to fostering a welcoming, accessible, respectful, and inclusive environment that ensures equal access and participation for people with disabilities. Please let us know if you require any accommodations by including this in the Personal Summary section of your application.
Icario is an Equal Employment Opportunity/Affirmative Employer. Women, minorities, veterans, and individuals with disabilities as well as all other qualified individuals are encouraged to apply. We strive to empower an inclusive workplace culture that maximizes every employee’s contribution, widens the leadership pipeline, and ultimately increases the quality of our ideas, products, and our collective mindset. The intersection of opinions and experiences is made stronger by the power of diverse voices, ideas, and perspectives. By championing diversity and inclusion in our workforce and workplace culture, we’re helping ensure we can meet the challenges of the future. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. As this role has exposure to confidential information, a background check will be conducted upon acceptance of this role.
