Manager, Customer Value (Risk Adjustment and Quality Services)

Title: Manager, Customer Value (Risk Adjustment and Quality Services)
Location: Remote
Schedule: 8a-5pm EST, OT required - typically nights and weekends as needed
Type: Temp to Perm
Salary Conversion: $150,000/year

Description:
The Manager of Customer Value (MCV) serves as the primary point of contact for assigned customer accounts, ensuring a seamless experience and building strong, long-lasting relationships. This role involves managing all aspects of the customer relationship, from initial onboarding through ongoing account management, quantifying and demonstrating the value of client services, to support retention and revenue growth. The MCV will collaborate with internal teams to provide solutions that meet customer needs, enhance satisfaction, and drive business success.

What You Will Do:

• Value Realization
  • Develop an approach for measuring and tracking ongoing value for the customer, leveraging internal teams as needed.
  • Develop a "laser focus" on value generation for the customer (including, but not limited to: cost reduction, revenue growth, improved member/patient experience, improved clinical outcomes); identify hypotheses for new value levers and work with internal teams to execute in a cost effective, feasible manner
  • Ensure client appreciates and understands the value of client services, hosting a recurring value realization session with customer as needed (anticipated to be 1x/month)
• Operations
  • Coordinate among vendors to ensure on-time and successful delivery of services
  • Run ad-hoc analytics on customer data to address questions and root-cause potential issues
• Account Management:
  • Act as the primary liaison between customers and the company, ensuring timely and efficient communication.
  • Develop and maintain strong, long-term relationships with assigned clients, serving as their trusted advisor.
  • Oversee the day-to-day management of customer accounts, ensuring that all needs are met and expectations exceeded.
  • Monitor account performance and customer satisfaction, proactively identifying opportunities for improvement.
  • Own (prepare for, host) customer operations calls, anticipated to be 1x/week.
  • Work with internal teams (finance) to ensure invoice schedule is properly executed
• Customer Support & Problem Resolution:
  • Address customer inquiries, concerns, and issues in a prompt and professional manner.
  • Work with internal teams (sales, product, technical support) to resolve customer issues and deliver optimal solutions.
  • Coordinate escalations as necessary, ensuring swift and effective resolution of customer challenges.
• Sales and Revenue Growth:
  • Identify opportunities for upselling or cross-selling additional products or services to existing customers.
  • Manage renewals, ensuring timely contract renewals and identifying opportunities to expand services or product offerings.
  • Meet or exceed sales and revenue targets set by the company.
• Onboarding & Training:
  • Assist in the onboarding process for new customers, ensuring they understand the company's products/services and how to maximize their value.
  • Conduct product demonstrations and training sessions as needed to ensure customer success.
• Reporting and Documentation:
  • Maintain accurate records of customer interactions, transactions, and feedback.
  • Provide regular updates to the management team on account status, customer feedback, and any issues that may impact satisfaction or business performance.
  • Prepare and present reports on customer trends, opportunities, and key performance metrics.
• Collaboration:
  • Collaborate with Growth and Product teams to ensure customer needs are met and aligned with company capabilities.
  • Participate in regular meetings to discuss customer feedback, challenges, and product or service improvements.

You Will Be Successful If:

• Excellent communication (verbal and written) and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Excel, Word, PowerPoint).
• Proven track record of achieving sales or account management targets.
• Ability to travel as needed, up to 25%.
• Self-motivated with the ability to work independently and as part of a team.
• Strong negotiation skills and attention to detail
• A "do whatever it takes" attitude, including working beyond normal work hours (e.g., nights, weekends).
• Comfortable with a scrappy, startup environment.
• Occasional travel for client meetings or industry events, up to 25%.

What You Will Bring:

• Bachelor's degree
• 5+ years of experience in account management, customer service, operations, or sales in value-based healthcare (Medicare Advantage) and Risk Adjustment
• 5+ years of experience in Risk Adjustment and Quality operations, including retrospective and prospective reviews, EDPS submissions, in-home assessments, chart retrieval, and HEDIS
• Demonstrated ability to manage complex customer accounts and build strong relationships.
• Previous experience with contract negotiation or renewals.

About Impresiv Health:

Impresiv Health is a healthcare consulting partner specializing in clinical & operations management, enterprise project management, professional services, and software consulting services. We help our clients increase operational efficiency by delivering innovative solutions to solve their most complex business challenges.

Our approach is and has always been simple. First, think and act like the customers who need us, and most importantly, deliver what larger organizations cannot do - provide tangible results that add immediate value, at a rate that cannot be beaten. Your success matters, and we know it.

That's Impresiv!