Customer Success Manager, Optum Whole Health Solutions - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Whole Health Provider Solutions is seeking a candidate to serve as a Customer Success Manager (CSM). The CSM has primary responsibility for the strategic retention and growth of Optum's provider group partnerships. They will be responsible for building and maintaining relationships with client leadership and to understand the unique health services provided with each partnership.  The CSM will act as a primary point of contact for clients, respond to escalations, resolve issues through cross-functional departments, and present partnership performance and patient outcomes to external and internal leaders.  The CSM will seek to understand client needs and nuances in order drive growth and deliver best in class service to our partners. Internally, the CSM will act as the voice of the customer and advocate for products and improvements that will help us exceed client expectations and respond to market changes. The Customer Success Manager will work under the guidance of the Director of Customer Success.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Customer loyalty and satisfaction, as measured by service and growth through meeting/exceeding annual review and NPS client targets
• Builds and sustains positive relationships with client leaders through direct and indirect communication
• Identifies opportunities for new business or expansion with customers
• Assists in overseeing changes to processes and procedures and acts as liaison on behalf of customer to ensure a seamless execution
• Prepares, facilitates, and follows-up on monthly, quarterly, and annual operational and business review meetings
• Identifies partnership trends and proactively recommends opportunities to mitigate issues or improve performance
• Provide overview and workflow re-trainings to client as needed
• Recognize trends and patterns in data and report results to clients using easy-to-understand language and visuals
• With support from the Director of Customer Success, lead the storytelling and communication of our partnerships. Regularly "tell the story" of our clinical outcomes and success via key messaging to critical stakeholder audiences.
• Work effectively with other business and support units across United Health Group (UHG), because our work must be deeply integrated with other businesses, initiatives, and resources across UHG.

Successful candidates for the Manager, Client Delivery will play a lead role in stakeholder management, key messaging, and storytelling. The candidates also will have experience with the Primary Care industry, demonstrated experience managing all aspects of large and complex projects, with a proven track record of achieving results.  

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. 

Required Qualifications:

• 3+ years of experience maintaining relationships with external client groups, preferably in healthcare
• 3+ years account management experience
• 2+ years of behavioral health, physical health, or primary care industry experience (in care delivery, operations, client management, or product)
• Experience identifying and analyzing trends and patterns in client data, translating and reporting results to clients using easy-to-understand language and visuals
• Intermediate knowledge and experience with the Microsoft Office suite of products, including Outlook, Word, Excel, and PowerPoint.
• Experience communicating with and influencing the thinking of senior leaders
• Experience delivering results with large-scale, cross-functional teams in highly matrixed organizations
• Experience managing and prioritizing multiple projects to ensure their quality and on-time delivery
• Willing or ability to travel up to 10%

Preferred Qualifications:

• Licensed behavioral health clinician
• Salesforce experience
• Project management or program management experience
• Experience identifying and executing process improvement opportunities

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.  

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.