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About the job:

IHA (Integrated Healthcare Association) is looking for a Client Success Manager to support the launch of a large scale, state-wide provider directory product for all health plans and providers in California. The Client Success Manager will manage an assigned portfolio of clients and will also perform a variety of project management, operational reporting, and analytic tasks. This is a unique opportunity to be a part of a team that leads big and challenging projects that can move the needle on key health care industry pain points.

Please fill out the form below to apply for this position.

About IHA:

The Integrated Healthcare Association is a non-profit multi-stakeholder leadership group that promotes health care quality improvement, accountability, and affordability for the benefit of all Californians. IHA members represent the most diverse and influential cross section of healthcare organizations across California. With trusted data and collaborative programs, we serve as a catalyst by forging common ground and initiating, coordinating, and managing projects that address delivery system challenges.  IHA was founded in 1994, has about 40 employees, and is located in downtown Oakland.

Core job duties and responsibilities:

  • Serve as a primary contact and project manager to assigned portfolio of clients, to include client onboarding, support, and training, to ensure full optimization and adoption of Symphony product.
  • Effectively manage client onboarding projects via project management tool and work with internal and external vendor partners to ensure alignment of scope, timelines, and deliverables.
  • Proactively identify potential risks and serve as primary point of escalation for client issues; work cooperatively with internal teams, IHA leadership, and clients to expedite resolution of issues and activities, while delivering timely communication on progress and next steps.
  • Collaborate with other internal departments and external vendor partners, on any relevant matter that may impact clients, and represent clients as their advocate.
  • Proactively communicate any technical changes and/or upcoming releases to clients.
  • Manage and maintain accurate client documentation, and regularly provide effective client status updates to management, highlighting client advocates and those at risk through early detection.
  • Navigate and adapt to any unexpected events and facilitate change management to achieve outcomes.
  • Support the development of external facing communications and content (e.g., presentations, training materials, knowledge articles) to keep participants informed.

Qualifications:

  • BA/BS degree with 3-5 years experience in Project Management and/or client facing roles, such as Customer Success or Account Management
  • Solid understanding of Change Management methodologies and/or Business Process Management experience
  • Strong project management skills, including workplan development and project planning
  • Experience working with healthcare stakeholders and understanding of the CA healthcare delivery system preferred
  • Ability to handle multiple client onboarding projects with exceptional organizational and time management skills
  • Experience facilitating meetings and leading discussions with clients and other stakeholders
  • Effective interpersonal and communication skills, particularly to prepare written and graphical communications to a variety of audiences (internal staff, external audiences)
  • Ability to anticipate needs, identify issues impeding success, and propose creative, viable solutions.
  • Cope well with ambiguity and changes in direction as solutions are developed
  • Collaborative working style. Ability to effectively build relationships with staff at all levels. Desire to be helpful in any way needed to support the team, program, and organization
  • Driven, self-motivated and enthusiastic, with a ‘can-do’ attitude
  • Proficient in Microsoft Office products (Outlook, Word, Excel, PowerPoint), Slack, Salesforce

Benefits:

  • Competitive salary
  • Great work environment in convenient location (City Center 12th St BART Station in Oakland); however, working remotely is an option and candidates in other parts of California locations are encouraged to apply
  • Free snacks, tea, and coffee
  • Subsidized gym memberships
  • 401K contribution
  • 26 paid days off a year + 10 holidays
  • Medical/dental/vision coverage
  • Commuter benefits

US work authorization is a prerequisite to employment for this position.

Please apply at IHA.org/careers

Application Form