Client Success Manager

Client Success Manager (In-Office in Mount Laurel, NJ)

Location: Full-time in-office in Mount Laurel, NJ, 5 days per week. Relocation assistance will be provided to those open to move to our wonderful city!

Compensation: Open to your hourly wage based on experience and potential

Position Type: Full-time Employment

Reports to: Project Lead / Business Unit Leader

Serva Health’s Benefits Offering:

At Serva Health we care, and that makes all the difference. We know that the employees that work for us matter just as much as the clients that work with us.

• Dental, Medical (HSA), and Vision Insurance (employer subsidized)
• Long Term Disability, Life / AD&D Insurance, and Health Savings Account (HSA)
• 401(k) Plan with Employer Match
• Paid Time Off and Paid Holidays
• Continued training investment
• Team-oriented environment with customizable workspace opportunities and company outings
• Quarterly profit-sharing plan
• Serve a noble purpose by helping patients get access to life-altering drugs

Client Success Manager Overview:

Support the Project Team Lead with new project start-up, change management, and client relationship/management.

Responsibilities:

• Partner with Serva’s clients to understand their strategic business goals, timelines, priorities, and project plan requirements
• Identify and document client’s requirements
• Collaborate with internal team members, including project managers and subject matter expert colleagues, to provide solutions that meet client’s objectives.
• Configure software to meet project requirements (workflow adjustments, not programming)
• Prepare reporting specifications
• Determine third party requirements and manage third party relationships as needed
• Follow/establish project plans, timelines, ownership and status for new projects
• Hold all parties accountable for meeting project timelines
• Determine staffing needs to meet project objectives
• Prepare documents in support of SDLC such as user requirements, data dictionaries, specifications, etc.

Client Success Manager Position Requirements:

• Location:
  • Ability to work full-time in the HQ Mt Laurel, New Jersey office.
  • Mt Laurel is a beautiful community touting great schools and a safe community. Philly adjacent, Mt Laurel offers all the attractions of a large city within a commutable distance and the shore within an hour!
• Education: 
  • Bachelor’s Degree. Majors in Economics, Business, or Healthcare Administration is a plus
• Experience:
  • 1+ years in a client-facing client success role required
  • Experience with SaaS-type technology industry a plus
• Computer skills required: 
  • Experience with internal CRM or project management software required
  • Microsoft Office Suite proficiency
  • Document management; Smartsheet a plus
• Other skills required: 
  • Proven track record working in a customer-facing environment leading to increased client engagement and satisfaction
  • Excellent project management skills to track and report on software implementations
  • Platform user demos and onboarding
  • Technical writing/platform training guides
  • Ability to analyze and report on customer and project data, as well as develop recommendations
  • Excellent organizational and time management skills
  • Highly adaptable to shifting priorities
  • Excellent problem solver
  • Self-learner and self-starter, able to become a software platform product expert
  • Ability to work with software developers

About Serva Health:

Serva Health provides high engagement patient support solutions and services at the best possible value through relationship-focused patient interactions, an innovative staffing and operations model and industry-leading technologies.  From clinical research patient recruiting and retention to commercial patient support programs, Serva Health has the technology and people solutions to drive superior outcomes.

For nearly 15 years, Serva Health has collaborated with some of the largest healthcare and pharmaceutical companies in the world and has continued to develop and refine several software platforms that have been created entirely in-house for the healthcare industry.