Client Service Manager

🏢 Summary: The offer is for a Client Services Associate responsible for delivering on-site office and mailroom support, including mail processing, shipping and receiving, office supply management, and front desk backup. The role focuses on providing high-level customer service while ensuring business service center operations run smoothly. It combines operational, administrative, and light facility support duties in a client-facing environment. 🗂️ Requirements: High School Diploma or equivalent, Knowledge of shipping and receiving procedures, Experience with MS Office Suite, Ability to operate multi-function devices (MFDs), Ability to use computer-based systems for mail tracking and job functions, Ability to validate packing slips and select appropriate packing materials, Ability to lift 40 lbs or more frequently, Ability to work assigned hours set by manager, Strong organizational and time management skills, Ability to work independently and follow policies and procedures 📃 Skills: MSOffice, MFD, MailProcessing, Shipping, Receiving, CopyPrint, ComputerSystems, ChainOfCustodySoftware 🏢 Description: Client Services Associate Reports To: The Client Services Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. Job Overview: The Client Services Associate provides exceptional office and mail services, delivering operational functions in the following areas: processing of inbound/outbound mail, distributing/delivering of mail, shipping and receiving product and supplies to support onsite business service center, replenishing/organizing/ordering office supplies (pens, paper, toner), insuring copy/print machines are functional and stocked, serving as a backup to the front of office (reception/concierge), and providing light maintenance/cleaning. Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. Duties and Responsibilities: Provides 5-star customer service to all employees (in all forms of communication). Receives inbound mail/packages and sorts incoming mail and inputs into chain of custody software package. Manages outgoing mail/package transactions. Performs duties associated with shipping and receiving of materials. Notifies employees upon receipt of inbound deliveries. Distributes mail/packages to company personnel. Acts as point of contact for company personnel on mail/package inquiries. Performs daily key ops of convenience multi-function devices (ensuring functionality, replenish toner/paper). Submit work orders for certain requests. Service and replenish the barista, pantry, conference, kitchen, or meetings areas. Will perform meeting room and conference room set ups. May perform building occupant moves within assigned facilities. Will perform light maintenance and cleaning duties as assigned. Maintains the Business Service Center area in a neat and orderly fashion. Monitors level of office supplies on the floor, and replenishing and orders accordingly. Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality. Proactively seeks out additional work during downtime. Builds professional relationships with customers and other teams. Maintains professionalism and composure when interacting with all employees. Trains back-up and providing guidance on policies and procedures. Determines what additional support is needed when handling sensitive inquiries. Provides exceptional customer service to client. Provides reception or concierge (front of office) coverage as needed. Competencies: Strong verbal and written communication skills. Excellent customer service skills. PC skills MS Office Suite experience. Ability to handle multiple tasks simultaneously. Good organizational skills. Working knowledge of MFD equipment. Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions. Possesses ability to work independently and capable of completing projects. Ability to determine correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials. Qualifications and Education Requirements: High School Diploma (or equivalent) required. 1+ years prior work experience preferred. Ability to work assigned work hours determined by manager. Excellent organizational and time management skills. Analytical abilities and aptitude in problem-solving. Superb written and verbal communication skills. Current knowledge or ability to learn computer-based systems required for functions of position. Required to maintain an overall professional appearance and attitude. Adhere to all policies and procedures required. Physical Demands: Approximately 50% of the time this position requires the below physical demands. Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). Ability to lift or move 40 lbs. or greater frequently. Travel: None or Negligible Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. WHAT WE OFFER Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities! Learning & Development: We promote a work culture of learning so that you can develop to be the best at what you do. We Recognize Talent: We offer a variety of recognition programs for all levels of employees. Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k with matching, Entertainment Discounts, and Paid Time Off. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

🏢 Summary: Document Scanning Operator role focused on document digitization, mail operations, records management, and office support in a fast-paced environment. The position includes scanning, indexing, shipping/receiving, equipment support, and cross-functional reception coverage. Offers training, career growth opportunities, and a comprehensive benefits package. 🗂️ Requirements: High School Diploma or equivalent, Basic Microsoft Office proficiency, Ability to perform repetitive work in a fast-paced environment, Strong attention to detail and accuracy, Strong organizational and time management skills, Ability to work independently, Ability to adapt to changing priorities, Ability to learn document management systems and site procedures, Compliance with onsite security policies, Ability to lift and move boxes/packages up to 40–60 lbs., Manual dexterity to operate scanners and office equipment 📃 Skills: Microsoft, Office, Scanning, Indexing, Records, Mailroom, Shipping, Receiving, MFDs, Printing 🏢 Description: Reports To: Client Services Supervisor, Client Services Manager, or equivalent leadership Typical Work Schedule: Monday–Friday | 9:00AM - 6:00PM Power the Transition from Paper to Digital If you enjoy structured work, repetitive tasks, and working behind the scenes to keep operations moving, this role is for you. As a Document Scanning Operator, you'll support document preparation, scanning, indexing, and records management activities while helping preserve important business records. This role also serves as a cross-trained team member, providing reception/concierge coverage and light facilities support as operational needs require. Why This Role Matters Your work ensures physical records are accurately converted into organized digital files that support business continuity and accessibility. What You'll Do Mail & Document Operations - Receive, sort, and track incoming mail and packages using chain-of-custody systems - Process outgoing mail and shipments - Notify employees of deliveries and respond to mail and package inquiries - Distribute mail, packages, and office materials to company personnel Business Service Center & Equipment Support - Operate and maintain multifunction devices (MFDs), including replenishing toner and paper - Support copy/print requests and submit service tickets when needed - Maintain an organized and professional Business Service Center Office & Hospitality Support - Monitor, replenish, and order office supplies - Restock pantry, kitchen, conference, and meeting areas - Assist with meeting room setups and office moves - Perform light maintenance and cleaning duties as needed Client Service & Cross-Functional Support - Deliver exceptional customer service and build positive relationships with employees and internal teams - Handle sensitive matters with professionalism and discretion - Provide reception or concierge coverage as needed - Cross train backup personnel on procedures and support additional operational needs during downtime What You Bring - Strong attention to detail and accuracy - Ability to perform repetitive work in a fast-paced environment - Strong organizational and time management skills - Basic computer proficiency, including Microsoft Office - Ability to work independently and adapt to changing priorities - Experience with document imaging, records management, or shipping/receiving is a plus Qualifications - High School Diploma or equivalent required - 1+ years of related experience preferred - Ability to learn document management systems and site procedures - Must follow onsite security policies, including restrictions on phones and imaging devices on active work floors Physical Requirements - Ability to lift and move boxes/packages up to 40–60 lbs. using appropriate equipment - Ability to stand, walk, bend, kneel, and sit for extended periods - Manual dexterity required for operating scanners and office equipment Travel: None or Negligible Other Duties: Responsibilities may change based on operational needs. What We Offer - Career growth opportunities and skill development - Learning and development programs - Employee recognition programs - Benefits including medical, dental, vision, HSA, 401(k) matching, life insurance, paid time off, and employee assistance programs

🏢 Summary: Customer Success Manager role focused on leading a CSR team, managing customer experience, and overseeing billing and invoicing operations in a high-volume trades call center environment. The position involves improving customer service KPIs, resolving disputes, and collaborating with service and sales teams to ensure seamless customer support. Offers hourly pay, benefits, and growth opportunities within a growing business. 🗂️ Requirements: 3+ years experience in a trades call center, Experience with dock, gate, and overhead door services preferred, 2+ years experience with ServiceTitan preferred, Ability to lead and train CSR teams, Experience managing billing and invoicing processes, Comfortable handling high-volume inbound calls, Strong organizational skills and attention to detail, Ability to monitor and improve call center KPIs 📃 Skills: ServiceTitan, Billing, Invoicing, KPIs, CallCenter, CustomerService, CRM, Collections 🏢 Description: Customer Success Manager Job Description POSITION SUMMARY The Customer Success Manager is responsible for the customer experience and journey, from first contact to billing and invoicing. The CSM leads the Customer Service Representative (CSR) team, ensures prompt and accurate billing and invoicing, and meets all customer service KPIs. This person will work closely with the service and sales team to ensure a seamless customer experience with the business. WHAT YOU'LL DO - Lead a team of CSRs (in-person and virtual) to answer all inbound customer inquiries, training them to respond with a high level of accuracy and speed. - Oversee customer billing & invoicing, ensuring prompt billing and collection of customer receivables in accordance with the established payment guidelines. - Lead by example, which includes working alongside your team, personally answering calls and demonstrating success in all duties of your team as needed. - Monitor all call center key performance indicators (KPIs) and develop training/implementation strategies to improve those KPIs to best-in-class. - Advise the General Manager on marketing campaign performance with specific recommendations for improvement. - Resolve customer disputes in accordance with pre-established guidelines. - Transform and lead a best-in-class dock/gate/door call center. WHAT WE'RE LOOKING FOR - Compassionate leader with a servant attitude and mindset. - Player-coach mentality with willingness to lead by example. - Strong communication skills in person and over the phone. - Comfortable with high-volume inbound calls and wide-ranging product offerings. - 3+ years' experience operating in a trades call center, preferably with dock, gate, and overhead door experience. - Strong bias for action with problem-solving abilities. - Collaborative team-player mindset. - Growth mindset and commitment to continuous improvement. - Strong preference for 2+ years' experience in ServiceTitan. - Clear organizational skills and attention to detail in customer management. WHAT WE OFFER - $25-$35 per hour - Supportive management team with opportunities for internal advancement - Medical, dental, vision, and life insurance - 401(k) with company match - Paid time off and holidays - Excellent work environment in a small but growing business.

🏢 Summary: Manager, Client Service role overseeing client service teams within a financial advisory environment, combining people management, operational oversight, and hands-on client service responsibilities. The position focuses on improving team productivity, ensuring exceptional client experience, and serving as a subject matter expert on complex financial account topics. Offers competitive compensation, incentive eligibility, and a comprehensive benefits package. 🗂️ Requirements: Bachelor’s degree (Business, Economics, Accounting, Finance or related), Minimum 2 years financial industry experience, Minimum 2 years client-facing experience, Ability to manage and develop team members, Proficiency with financial planning software, Proficiency with Salesforce, Proficiency with MS Office Suite 📃 Skills: Salesforce, MSOffice, FinancialPlanningSoftware, HRSystems, Timekeeping, PerformanceManagement, 10b5-1, RMD, TaxLossHarvesting, CashAudits 🏢 Description: Job Summary: The Manager, Client Service works collaboratively with the Director, Client Service on: team member management and development, increasing overall productivity of direct reports, promoting excellence in servicing the existing client base with efficiency and attention to detail, and performing Client Service Specialist responsibilities. Responsibilities: People Management - Participate in the hiring, training, mentoring and supervision of all Client Service Specialists, Client Service Coordinators and Interns in an office - Maximize talent via employee development and coaching - Facilitate a strong team culture and sharing of best practices across an office or team - Partner with Client Service Leadership Team to facilitate ongoing CSS training and development - Handle all manager functions in the HR system including timekeeping, PTO requests, and performance reviews for direct reports Operations Management - Optimize productivity by coordinating Client Service Specialist coverage and prioritizing workflow within the office - Ensure an exceptional client experience in the office/team - Act as a local contact for operational issues or challenges - Serve as subject matter expert for complex account-related topics such as 10b5-1 plans, pledged asset lines, account overlays, and separate account managers - Coordinate local projects such as RMDs, tax loss harvesting, cash audits, and tracking of new deposits Leadership - Directly impact growth and client retention and monitor progress toward team goals - Participate as a member of the senior manager's leadership team to contribute to local strategy decisions - Coordinate team meetings and events - Identify scalable solutions and process improvements and collaborate with relevant departments to update processes - Support Branch Operations on new projects and initiatives - Support Learning and Development on Client Service Specialist trainings - Office management responsibilities as assigned Requirements: Education: - Bachelor’s degree or equivalent (preferably Business, Economics, Accounting or Finance related) Experience: - Minimum 2 years of financial industry related experience - Minimum 2 years of client-facing experience - Experience interacting with individuals at all income levels in a professional and confidential manner Certifications: - Notary designation a plus Job Skills: - Self-motivated and well-organized with ability to work independently and in a team - Excellent verbal, written, analytical and organizational skills - Technical and analytical ability with multi-tasking and project management skills - Proficiency with financial planning software, Salesforce and MS Office Suite - Flexible, reliable, trustworthy, and able to maintain confidentiality Work Schedule: Monday through Friday, 8:00AM – 5:00PM. Working Conditions: Professional office environment with assigned workstation. Compensation: - Base Pay Range: $100,000—$110,000 USD - Eligible for incentive compensation programs Benefits: - Company Paid Basic Life & AD&D Insurance - Company Paid Short-Term and Long-Term Disability Insurance - Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance - Three Cigna medical plan offerings including two High Deductible Health Plans and one Traditional Co-Pay plan - Kaiser Medical plans available in California - Health Savings Account (HSA) with company contributions (for HDHP enrollment) - Two Dental plans - Vision Insurance - Dependent Care Savings Account - 14 Company Paid Holidays including a full week off at Thanksgiving - Generous paid time off for vacation and sick days - Employee Assistance Plan - Family Medical Leave - Paid Parental Leave (8 weeks) - Maternity benefits combining STD and Parental Leave - Adoption Assistance Reimbursement Program - Company Paid Concierge Services - 401(k) Retirement Plan with Traditional and Roth options and employer match - Pet Insurance - Personalized financial planning and guidance at preferred employee pricing

🏢 Summary: On-call Office Services Specialist role providing administrative support, mail and shipping services, print and reprographics assistance, front desk reception, and workplace operations across multiple client sites in the Boston area. The position requires strong organizational skills, proficiency with office technology, and the ability to work independently in a fast-paced environment with regional travel. 🗂️ Requirements: High school diploma or equivalent, 6+ months of work experience, Proficiency in MS Office, Working knowledge of MFD equipment, Ability to manage mail and shipping procedures, Strong customer service and communication skills, Ability to multitask in a fast-paced environment, Ability to work independently, Reliable transportation for regional travel, Ability to lift 25 lbs individually and 50 lbs with assistance 📃 Skills: MSOffice, MFD, Scanning, Imaging, Binding, Shipping, Mailroom, Reprographics, Printing, Administrative 🏢 Description: Looking for flexible, supplemental income? Join our On-Call Office Services Specialist (Floating) team in Boston, MA and gain hands-on experience in administrative support, mail & shipping, and workplace hospitality. What you will be doing: Quick Facts - Flexible, on-call office support role - Exposure to multiple client sites within the Boston region - Regional travel required within a 25-mile radius - Compensation: $22—$24 USD Mail & Shipping Support: - Process and sort inbound/outbound mail and packages - Maintain accurate chain-of-custody and shipping procedures Print & Reprographics Assistance: - Support copy/print production, scanning, imaging, and binding services - Ensure equipment is stocked and functioning Office & Facility Support: - Maintain organized office spaces - Restock supplies - Support meeting room setups - Assist with light maintenance tasks Front Desk & Guest Services: - Welcome visitors - Manage calls and visitor logs - Provide a professional concierge-style experience Administrative & Client Support: - Provide general administrative assistance - Deliver exceptional customer service and maintain professional relationships What we need from you: - Strong communication and customer service skills - Proficiency in MS Office and office technology - Working knowledge of MFD (multi-functional device) equipment - Strong organizational and multitasking abilities - Ability to work independently and follow shipping/receiving procedures - High school diploma or equivalent required - 6+ months of work experience preferred - Strong problem-solving skills and professionalism Physical Demands: - Ability to grasp, lift, and carry 25 lbs individually and 50 lbs with assistance - Ability to walk, bend, kneel, stand, and sit for extended periods - Manual dexterity for operating office machinery and ladders - Vision abilities including color differentiation and focus adjustment Travel: - Reliable transportation required - Travel between SPS sites as needed - Travel primarily within a 25-mile assigned region Benefits: - Career growth opportunities - Learning and development programs - Employee recognition programs - Medical, dental, and vision coverage - HCFSA, DCFSA, HSA, commuter benefits - Life, accident, critical illness, and disability insurance - 401k with matching - Paid time off - Education and entertainment discounts

🏢 Summary: Senior Client Success Manager role within a Pharmacy Benefit Management (PBM) team, responsible for managing complex client accounts, ensuring high-quality pharmacy benefit delivery, and driving client satisfaction. The position focuses on consultative account management, operational oversight, and cross-functional collaboration to meet contractual obligations and support pharmacy operations. It involves leading client meetings, supporting implementations, resolving escalations, and providing strategic insights on industry trends. 🗂️ Requirements: Bachelor's Degree, 5-8 years in pharmacy operations, Strong pharmacy benefit management (PBM) knowledge, Client account management experience, Ability to manage contract deliverables and track compliance, Experience leading client meetings and business reviews, Ability to gather and manage open enrollment requirements, Project leadership and cross-functional collaboration skills, Proficiency in spreadsheet and presentation tools (Excel, Google Sheets, PowerPoint, Google Slides) 📃 Skills: PBM, Pharmacy, Excel, GoogleSheets, PowerPoint, GoogleSlides 🏢 Description: ABOUT THE ROLE: We are seeking a dynamic and experienced Senior Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking a consultative approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts. WHAT YOU'LL DO: Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction. Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations. Serve as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Lead and facilitate all client meetings, including quarterly and annual business reviews. Partner with the Implementation Team during new client implementations to ensure a seamless transition from implementation to client management post-launch. Responsible for gathering all client requirements for the annual open enrollment process, including benefit changes and any customized requirements. Participate in client webinars, training, and other forums designed to educate their employees on the PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required. Identify trends within issues and work with the operations team and vendor partners to take appropriate preventative measures. Work with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations. Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements. Provide ongoing support to partners which may include, but is not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, and resolving claims, benefit and enrollment issues. Maintain an understanding of industry trends and provide clients with insights and recommendations on how the PBM solutions work to address those trends. WHO YOU ARE: Education level: Bachelor's Degree Required. Preferred: Master's Degree Work experience: 5-8 years in pharmacy operations Location information: Remote or Dallas, TX Important characteristics of ideal candidate: Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges Specific skills needed for the job: Solid client management skills, pharmacy benefit knowledge, effective & creative problem-solving, ability to prioritize and manage through change. Solid communication skills, ability to lead projects and influence others even without direct reporting line ownership. Basic knowledge of common spreadsheet tools (Excel, Google Sheets) and Presentation Tools (Power Point, Google Slides) COMPENSATION: $125,000 - $145,000 annually, in addition to bonus and equity Compensation offered will be determined by geographic location, experience, and qualifications.

🏢 Summary: On-call Office Services Specialist role providing administrative support, mail and shipping services, print production, front desk hospitality, and office operations across multiple client sites in Sunnyvale. The position requires strong customer service, MS Office proficiency, multitasking abilities, and flexibility for regional travel. Offers hands-on experience, skill development, and comprehensive benefits. 🗂️ Requirements: High school diploma or equivalent, 6+ months of work experience, Proficiency in MS Office, Knowledge of MFD equipment, Strong communication skills, Customer service skills, Ability to multitask, Ability to work independently, Ability to follow shipping and receiving procedures, Reliable transportation for regional travel, Ability to lift 25 lbs individually and 50 lbs with assistance 📃 Skills: Office, MFD, Scanning, Imaging, Binding, Shipping, Reprographics, Mailroom 🏢 Description: Looking for flexible, supplemental income? Join our On-Call Office Services Specialist (Floating) team in Sunnyvale, California and gain hands-on experience in administrative support, mail & shipping, and workplace hospitality. What you will be doing: Mail & Shipping Support: - Process and sort inbound/outbound mail and packages - Maintain accurate chain-of-custody and shipping procedures Print & Reprographics Assistance: - Support copy/print production, scanning, imaging, and binding services - Ensure equipment is stocked and functioning Office & Facility Support: - Maintain organized office spaces - Restock supplies - Support meeting room setups - Assist with light maintenance tasks Front Desk & Guest Services: - Welcome visitors - Manage calls and visitor logs - Provide a professional concierge-style experience for clients and guests Administrative & Client Support: - Provide general administrative assistance - Deliver exceptional customer service - Build strong professional relationships What we need from you: - Strong communication and customer service skills - Ability to interact professionally with clients, guests, and team members - Proficiency in MS Office and office technology - Working knowledge of MFD (multi-functional device) equipment - Highly organized and able to multitask - Ability to manage time effectively in a fast-paced environment - Ability to work independently and follow shipping/receiving procedures - Proactively seek additional tasks during downtime - High school diploma (or equivalent) required - 6+ months of work experience preferred - Strong problem-solving skills - Adherence to company policies Enjoy the perks of being: - Not stuck at one desk - Exposed to multiple high-profile client sites - Fast skill development across operations - Autonomy and trust from day one Physical Demands: - Fine and/or gross motor skills, including the ability to grasp, lift and/or carry 25 lbs. individually and 50 lbs. with assistance - Ability to walk, bend, kneel, stand, and/or sit for an extended period of time - Manual dexterity required for operating office machinery and equipment such as ladders and binding machinery - Specific vision abilities including close vision, distance vision, focus adjustment, and color differentiation Travel: - Reliable transportation required - Travel between SPS sites as required by business need - Travel predominantly within a 25-mile radius Other Duties: - Duties and responsibilities may change at any time with or without notice - Compensation depends on skills, experience, and job-related factors - No AI or automated decision-making tools are used to screen, assess, or select candidates - Greenhouse applicant tracking system is used without AI screening - Vacancy is for an existing position - Pay range: $22—$24 USD What We Offer: - Career growth opportunities - Learning and development culture - Employee recognition programs - Benefits including Medical, Dental, Vision, HSA, 401k with matching, Paid Time Off, and additional insurance and discount programs Note: Benefit offerings may vary for positions under 30 hours/week. Colorado only: Applications are accepted for a minimum of 5 days and may remain open longer as needed. Applicants may not use AI tools or real-time assistance during interviews. Team members may use transcription or note-taking technology for interview documentation. Reasonable accommodations are available during the hiring and employment process for individuals with disabilities. Acknowledgement Section: By submitting an application, applicants certify that all information provided is true and complete. False information or omissions may result in rejection or termination.

🏢 Summary: Lead and scale a Customer Success team overseeing both Enterprise and Scaled segments, building a unified Account Health framework and data-driven retention strategy. The role focuses on operationalizing processes, implementing health scoring systems, and driving proactive, KPI-based performance management. You will bridge high-touch relationship management with digital-first automation to improve global retention. 🗂️ Requirements: 2+ years managing a Customer Success team or 4+ years as Senior/Lead CSM, Experience managing Enterprise and Scaled/Digital customer segments, Experience conducting QBRs and navigating multi-stakeholder accounts, Proficiency using CRM, BI tools, or Excel for health tracking and churn prediction, Experience designing and implementing scalable processes, tools, or playbooks, Ability to define KPIs and manage team performance, Technical literacy with data visualization tools, Experience with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero) 📃 Skills: CRM, BI, Excel, Gainsight, Vitally, ChurnZero, Automation, DataVisualization, KPI, HealthScoring 🏢 Description: About the Role As the Manager of Client Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn informal knowledge into repeatable, data-driven playbooks that drive global retention. You Are - You understand that an Enterprise lead needs a different touch than a high-volume user, and you know how to build systems for both. - You dive into data to identify trends, churn risks, and expansion opportunities. - You can coach a CSM through a high-stakes executive presentation and optimize automated email sequences. - You thrive in ambiguous environments and solve messy data and process challenges. You Will - Define and iterate engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers. - Develop a standardized Account Health Scoring system across 1,000+ accounts. - Transition informal collaboration into a structured internal knowledge base and formal playbooks. - Use leading indicators to trigger proactive retention efforts. - Manage day-to-day CS team performance using clear KPIs. You Have Must Have: - 2+ years managing a Customer Success team or 4+ years as a Senior/Lead CSM. - Experience managing Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication). - Experience using CRM, BI tools, or Excel to track health, predict churn, and report performance. - Ability to design scalable processes and implement new tools, workflows, or playbooks. - High emotional intelligence with a coaching-first management style. Nice to Have: - Ability to work with advanced data visualization tools. - Experience selecting or implementing a Customer Success platform (e.g., Gainsight, Vitally, ChurnZero). - Experience with the automotive industry. We Offer - 100% remote work environment - Medical, Dental and Vision insurance within 30 days - 100% employer-paid medical insurance - Equity package - Flexible PTO with 15 days minimum - Generous Parental Leave - FSA and HSA options - 401(k) - Growth & Wellness Stipend - WFH Equipment - Chance to work with the latest technology - Collaborative, high ownership culture - Opportunities for development and career growth

🏢 Summary: Client Success Manager for Pharmacy Benefit Management (PBM) responsible for operational account management of key clients, ensuring high-quality pharmacy benefits delivery and client satisfaction. The role serves as the primary operational contact, leading client meetings, managing open enrollment processes, resolving issues, and coordinating cross-functional teams. Requires strong PBM expertise, client management experience, and the ability to oversee complex accounts in a dynamic environment. 🗂️ Requirements: Bachelor’s Degree, 5–8 years in pharmacy operations, Experience with Pharmacy Benefit Management (PBM) services, Client account management experience, Ability to manage complex operational workflows, Experience leading client meetings and business reviews, Knowledge of pharmacy benefits and plan design, Proficiency in spreadsheet and presentation tools 📃 Skills: PBM, Pharmacy, Excel, GoogleSheets, PowerPoint, GoogleSlides, PlanDesign, Claims, Enrollment, Webinars 🏢 Description: ABOUT THE ROLE: We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, take an operational approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts. WHAT YOU'LL DO: Own day-to-day operational management for an assigned book of PBM clients — including managing client touchbases, tracking inquiries, maintaining issue logs, resolving escalations, and ensuring overall client satisfaction against contractual commitments. Serve as the primary operational point of contact for all client inquiries, both directly from clients and from internal team members acting on behalf of clients. Co-lead and facilitate client meetings — including quarterly and annual business reviews — in close coordination with Account Leads. Partner with the Implementation team during new client onboarding to ensure a seamless handoff from implementation to ongoing client management post-launch. Gather and manage all client requirements for the annual open enrollment cycle, including benefit changes and customized plan configurations. Facilitate client-facing webinars, benefit fairs, and employee education sessions on Rightway's PBM solution; travel to client sites may be required for open enrollment events. Proactively identify operational trends and issues; work with internal operations teams and vendor partners to implement corrective and preventative measures. Monitor and track all client deliverables against contractual obligations, surfacing risks and ensuring timely, accurate delivery across internal and vendor teams. Contribute to cross-functional initiatives focused on standardizing client operations and implementing process and production enhancements. Support Rightway partners by interpreting plan design, researching and resolving written, phone, and electronic inquiries, and troubleshooting claims, benefit, and enrollment issues. WHO YOU ARE: Education level: Bachelor's Degree Required. Preferred: Master's Degree Work experience: 5-8 years in pharmacy operations Important characteristics of ideal candidate: Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges Specific skills needed for the job: Solid client management skills, pharmacy benefit knowledge, effective & creative problem-solver, ability to prioritize and manage through change. Solid communication skills, ability to lead projects and influence others even without direct reporting line ownership. Basic knowledge of common spreadsheet tools (Excel, Google Sheets) and Presentation Tools (Power Point, Google Slides) COMPENSATION: $90,000 - $125,000 annually, in addition to bonus and equity Compensation offered will be determined by geographic location, experience, and qualifications.CYBERSECURITY AWARENESS NOTICE In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. ABOUT RIGHTWAY: Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient's care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them. Since its founding in 2017, Rightway has raised over $200mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We're headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs. HOW WE LIVE OUR VALUES TO OUR TEAMMATES: We're seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core values: 1) We are human, firstOur humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding. 2) We redefine what is possibleWe always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems. 3) We debate then commitWe believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a "yes, and" mentality, and assume positive intent. Once a decision is made, we align and champion it as one team. 4) We cultivate gritChanging healthcare doesn't happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity. 5) We seek to delightHealthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members' care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members' success. Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.

🏢 Summary: The offer is for a Client Success Manager responsible for managing healthcare clients using cloud-based revenue cycle and EDI solutions. The role focuses on client relationship management, onboarding support, troubleshooting claims and data issues, and cross-functional collaboration to improve processes and systems. It combines account management with deep healthcare EDI expertise to drive client retention and operational efficiency. 🗂️ Requirements: Bachelor's degree in healthcare administration, information technology, or equivalent combination of education and experience, Minimum 2 years of experience in account management or customer support within healthcare EDI, Strong understanding of EDI standards and protocols, Knowledge of healthcare billing and claims processes, Ability to use Salesforce for documentation and reporting, Willingness to travel up to 20% 📃 Skills: EDI, HealthcareEDI, Salesforce, ClaimsProcessing, RevenueCycleManagement, EligibilityVerification, PaymentProcessing, DataExchange 🏢 Description: About the Role We're looking for a Client Success Manager to join our growing team. This position plays a crucial role in managing and supporting healthcare customers who utilize Office Ally tools in their day-to-day operations. This position serves as the primary escalation point for assigned clients, collaborates with the Sales Account Management team on communications and projects, oversees implementations and solutions, provides proactive support, resolves issues, and drives client retention. What You'll Do Client Relationship Management - Build and maintain strong relationships with healthcare clients, understanding their specific nuances in conducting business each day. - Serve as the primary escalation point for providers, promptly addressing their inquiries, concerns, and requests with professionalism. - Conduct proactive client outreach based on the schedule outlined by Client Services leadership. Onboarding - Partner with the onboarding team to ensure a seamless transition for clients. - Partner with the Learning Experience team to ensure clients have access to all training resources necessary to perform at an optimal level. Transaction Support - Troubleshoot and resolve issues, including rejected claims and data discrepancies. - Assist clients in optimizing their processes to enhance efficiency and reduce errors. Documentation and Reporting - Utilize Salesforce to maintain accurate records of interactions with clients and issue resolutions. Collaboration and Cross-Functional Teamwork - Collaborate with internal teams, including IT/Engineering, Sales, compliance, and client support, to deliver comprehensive solutions and resolve client issues. - Contribute to the development and improvement of internal systems, processes, and products. What You'll Need - Bachelor's degree from a four-year college or university in healthcare administration, information technology, or an equivalent combination of education and experience. - 2+ years of related experience and/or training in account management or customer support within healthcare EDI. - Deep understanding of EDI standards, protocols, and healthcare industry practices. - Familiarity with healthcare billing and claims processes. Nice to Have - Familiarity with EDI software and systems is a plus. Travel Requirements - Up to 20% travel, including client meetings, team gatherings, or company events. Compensation and Benefits Compensation may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate's qualifications, relevant experience, and internal equity. Equal Opportunity The employer is an Equal Opportunity Employer and does not discriminate on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by law.