Client Success Leader

About the Opportunity

At Machinify, we’re constantly reimagining what’s possible in our industry—creating disruptively simple, powerfully clear ways to maximize our clients’ financial outcomes today and drive down healthcare costs tomorrow. As part of the Customer Success Team, you will focus on client interactions, operational processes and procedures, and improving client success/satisfaction within our payment integrity platform. The ideal hire will ensure timely issue resolution and take action on anticipated client needs to deliver value. You will collaborate closely with operational and technical teams, both internally and externally, to optimize operational success and ensure the Machinify team delivers the best value to our clients through exceptional support strategies.

What you’ll do

• Ensure the Machinify team delivers value to our clients through efficient operational processes, enhanced reporting, comprehensive user training, and exceptional support strategies
• Help create and drive execution on client strategy including intentional relationship building and supporting growth expansion initiatives
• Identify actionable insights from healthcare claims data and results
• Project financial results and company revenue based on KPI data and business dynamics
• Review all client-facing reporting for accuracy, including reports on
  • Impacts of policy customizations or modifications
  • Comparing actual results to expected or projected results
  • Trends by product, line of business, policy, providers, etc.
• Develop a deep understanding of the assigned client’s organizational structure, business objectives, and areas of opportunity and translate that understanding into a unique value proposition that Machinify can deliver measurable results against
• Generate materials and reporting that can be leveraged to deliver insights to the customer and demonstrate how the program is performing against key success metrics
• Document and create organizational visibility to key internal stakeholders on:
  • Insights including outstanding roadmap opportunities, areas of risk, and key client activities and expectations
  • Progress of weekly/monthly/quarterly initiatives
  • Key account metrics (e.g., relationship status, progress to goals, roadmap, etc.)
• Work with leadership to communicate and message actionable findings to support client understanding of the data
• Become an expert on company platform(s) to support client workflow, delivery, and user onboarding and training
• Introduce new functionality, solutions, or capabilities and receive product feedback for formal communication internally to our Product team
• Support client contracting efforts and SLA management
• Monitor solution performance and deliver quantifiable and qualitative insights to customers via regular meetings, quarterly business reviews, etc.
• Act as a key contact for client inquiries, client support, and all key client deliverables
• Occasional travel requirements up to 25% of the year to meet client needs

What experience you bring (Role Requirements)

• 5-7 years in client-facing roles (client management, customer success, or similar role)
• Proven track record for cultivating and influencing relationships within the healthcare payer market
• Previous experience in the healthcare Payment Integrity space highly preferred
• Possess analytical strength and curiosity to make observations, understand questions and explain answers in and about data sets and data processes for healthcare claims
• Excellent communication skills equally adept at presenting prepared materials and speaking to relevant topics extemporaneously
• Ability to work with a range of individuals, manage multiple requests with fast turn-around deadlines
• Driven self-starter mindset, seeking to make a high impact, and eager to collaborate in a cross-functional team environment
• Ability to navigate ambiguity and operate in a autonomous work culture
• High attention to detail and process oriented
• Holds a high level of integrity

• Work from anywhere in the US! Machinify is digital-first.
• Top Medical/Dental/Vision offerings
• FSA/HSA
• Tuition reimbursement
• Competitive salary, 401(k) with company match
• Additional health and wellness benefits and perks
• Flexible and trusting environment where you’ll feel empowered to do your best work