Transcarent - Sr. Specialist, Customer Success
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Requirements
• Maintain accurate records of engagement activities, marketing touchpoints, and • election outcomes • Administrative & Operational Support • Handle routine client inquiries and coordinate escalated issues with the Client Success • Provide administrative support including meeting coordination, documentation, and • project tracking • Assist with process improvements and help maintain best practices for client • relationship management • Support special projects and initiatives as assigned by the Client Success Executive and • leadership team • Bachelor's degree in Business, Healthcare Administration, Communications, or related • 5-7 years of professional experience in client success, account management, or strategic • Proven experience managing complex B2B relationships with contract values of $100K- • Demonstrated track record of achieving retention and growth targets in senior client- • Experience working with healthcare organizations, health plans, insurance carriers, or • strategic partnerships • Advanced analytical skills with experience interpreting complex data and creating • strategic insights • Expert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred) • along advanced data analysis tools • Strong verbal and written communications are essential to success in the role. • Healthcare or benefits industry experience, particularly with medical consultation, • second opinion, or clinical advisory services • Experience managing multi-stakeholder relationships involving clients, health plans, and • strategic partners • Background in HR, benefits administration, employee health programs, or healthcare • Experience with enterprise-level contract negotiations and renewal processes • MBA or advanced degree in Healthcare Administration, Business, or related field • Project management certification or experience leading complex, multi-stakeholder • implementations • Core Competencies • Strategic Leadership: Ability to work autonomously while leading complex, multi- • stakeholder initiatives and driving strategic outcomes • Advanced Business Acumen: Deep understanding of business metrics, ROI analysis, • healthcare economics, and strategic planning • Consultative Expertise: Skilled at identifying complex client needs and positioning • strategic solutions that drive measurable outcomes • Executive Communication: Exceptional written and verbal communication skills with • proven ability to present to C-level executives and health plan leadership • Complex Problem-Solving: Advanced capability to identify systemic issues and develop • innovative solutions across multiple stakeholder organizations • Relationship Building: Proven ability to build trust and maintain long-term strategic • relationships with diverse stakeholder groups • Results-Oriented: Demonstrated success in exceeding retention, growth, and • satisfaction targets in complex, multi-stakeholder environments • Partnership & Stakeholder Management • Multi-Stakeholder Navigation: Expertise in managing competing priorities and interests • across client organizations, health plans, and strategic partners • Healthcare Industry Knowledge: Deep understanding of health plan operations, • benefits administration, and healthcare partnership models • Strategic Partnership Development: Experience identifying, developing, and optimizing • strategic partnership relationships • Contract & Negotiation Skills: Ability to navigate complex contract discussions involving • multiple parties and competing interests • Growth Opportunities • Lead strategic initiatives involving major health plan partnerships and enterprise client • Develop expertise in healthcare industry trends and emerging partnership models • Opportunity for advancement to Client Success Manager or Strategic Partnership roles • Leadership development opportunities including team management and mentoring
Responsibilities
• Key Success Metrics • Client retention rate and renewal percentage (target: 95%+) • Net Revenue Retention (NRR) for assigned book of business (target: 110%+) • Health plan partner satisfaction and strategic partnership growth • Expansion revenue achievement and strategic partnership development • Client satisfaction scores across all stakeholder groups (target: 9.0+ NPS) • Time to resolution for complex, multi-stakeholder issues • As a remote position, the salary range for this role is: • $100,000—$125,000 USD
Benefits
• Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. • Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. • Our benefits and perks programs include, but are not limited to: • Competitive medical, dental, and vision coverage • Competitive 401(k) Plan with a generous company match • Flexible Time Off/Paid Time Off, 13 paid holidays • Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance • Mental Health and Wellness benefits
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