Senior Customer Success Manager - RethinkCare

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 Senior Customer Success Manager (CSM) role provides support to the Customer Success Team (CST) by working with a portfolio of strategic clients and fellow team members to ensure overall client satisfaction, support, and engagement/utilization of our products and services. This role is key to ensuring client satisfaction and retention of Rethink’s book of larger clients / 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, interdepartmental collaboration and facilitates 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, resources 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, monthly meetings, quarterly or annual strategy sessions, contract renewals, communication strategies and requests.  Is a strategic partner to the client in helping to promote and drive utilization of our tools and services.

• Clearly communicate with Rethink leadership on 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 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and c-suite individuals

• Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team

• Ability to manage complex situations to appropriate resolution

• Strong customer service and communication skills

• Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred

• Ability to analyze and process data and present it back to clients, showing impact of the program

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities.

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