Company Description

This is an exciting opportunity in a fast-paced, growing digital health startup. The Clinic by Cleveland Clinic, a joint venture between Cleveland Clinic and Amwell, was launched in 2019 to unlock access to the world's best healthcare expertise so no one is left behind. This startup company's initial focus is transforming the $5 billion global second opinion market, with additional digital health solutions in development.  The Clinic offers virtual care from Cleveland Clinic's highly-specialized experts through Amwell's leading-edge digital health technology platform. 

Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. U.S. News & World Report consistently names Cleveland Clinic as one of the nation's best hospitals in its annual "America's Best Hospitals" survey.

Amwell is a leading telehealth platform in the U.S. and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care.  Amwell solutions are used by 240 health systems and 55 health plan partners, covering over 150 million lives.

The position is remote. The role reports to the Director of Client Success.

Brief Overview:

The Clinic is looking for a Client Success Manager who will play a critical role in driving the success, satisfaction and growth of key client relationships, including health plans and employers. This role will be responsible for ensuring the successful implementation, service delivery and engagement in The Clinic solutions to drive retention and growth of our largest and most strategic clients.

The position requires a combination of strong client relationship and implementation project management skills including strategic client management, communication planning and product knowledge (including technology skills to conduct product demonstrations).  A strong background in healthcare account management and implementations, preferably with health plans, brokers, and employers is critical.

Core Responsibilities:

• Implementation and project management for new clients and new programs for existing clients to execute seamless onboarding
• Strategic account management with a focus on retention and growth
• Create and execute client strategy plans (including goals for growth and utilization/ engagement in solutions)
• Exceed client expectations by building relationships, communicating project status and open issues, preparing client reports, managing change and facilitating meetings
• Utilizes sound judgment in proactively identifying project issues and risks
• Provide management reporting on client implementation and program results
• Partner with Marketing to provide clients with consultative communication strategies to drive member engagement.
• Create, organize, and conduct client presentations, whether remote or on-site
• Clearly communicate value proposition and ROI of our products and services both realized and potential
• Maintain professional internal and external relationships that reflect the core values of The Clinic
• Demonstrate service excellence
• Ability to travel, as needed

Qualifications:

• Bachelors degree required
• 5+ years experience in healthcare account management and working with health plans and/or health systems
• Self-starter who is comfortable dealing with and managing in an extremely fluid, fast-paced environment
• Outstanding time management and organization skills
• Ability to respond to changes in project scope and schedule, and re-prioritize work to accommodate competing priorities
• Excellent communication and presentation skills written, oral, visual
• Fluency with Microsoft Office, including Excel, Word, PowerPoint (experience with MS Project or other project management software a plus).

Additional information

Working at The Clinic by The Cleveland Clinic: 

• This Clinic by Cleveland Clinic is a partnership between American Well (Amwell) and Cleveland Clinic, where the two parent organizations founded the company on the mission of To make it easier for patients to get the best care by aligning world-class clinical expertise with innovative digital technology. The vision for The Clinic is to unlock access to the worlds best healthcare expertise so no one is left behind. We are a group of visionaries defining and realizing the global possibilities of digital health. We believe in: patient centricity; being bold, daring, and decisive; having a passion to win; teamwork and collaboration; transparency and trust.  The pace is fast, the work rewarding and the outcomes, deeply satisfying.

  Benefits

  • The Clinic by Cleveland Clinic offers employees the opportunity to work remotely. Additionally, The Clinic by Cleveland Clinic offers a competitive benefits package that includes health, dental, and vision insurance, paid holidays, and paid vacation.