At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.  

In 2014 Carrum reinvented the Center of Excellence (CoE) category in digital health. We are the only company in this space with a digital platform and mobile app powering this novel marketplace. Today, most of the US population lives within a 3 hour driving distance of a Carrum CoE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $50M in aggregate from investors like Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

The Client Success Manager is responsible for partnering closely with our employer clients to ensure a high level of satisfaction and overall positive relationship with Carrum Health from the outset of implementation activities through ongoing operations. This role is vital in building strong relationships with our clients and driving awareness of, and engagement with, Carrum Health across the eligible membership. Member engagement is ultimately what drives success for employers, providers and members, which is why Client Success has such a direct and meaningful impact on this core aspect of our business.

This entails not only cultivating and maintaining employer relationships, but also a detailed understanding of Carrum’s end-to-end solution including all people, process and technology components. In addition to delivering smooth implementations, ongoing operations, and strategic guidance, Client Success will play a critical role in building scalable processes and tools that will enable our team to achieve explosive growth and make a significant impact in the transformation of the healthcare system towards value-based care.

You’re excited about this opportunity because you will… 

• Serve as the primary relationship owner and strategic lead for specific employer clients throughout the entire client lifecycle, building strong and lasting relationships based on mutual trust and alignment of expectations
• Drive and manage the implementation of Carrum Health’s solution at employers, including initial deployment and addition of new bundled procedures and Centers of Excellence over time
• Be motivated to attain measurable goals for each of your employer clients including satisfaction, utilization, retention, and expansion
• Partner with Carrum’s Marketing team and our employers to relentlessly drive member engagement. Manage the planning, execution and measurement of traditional and innovative tactics to improve utilization including but not limited to:
  • Employer channels including benefits communications and in-person events
  • Direct communication campaigns to eligible members
  • Steerage through plan design changes and incentives 
  • Other solutions across the benefits ecosystem (e.g., medical carriers, navigation services, second opinion programs)
• Develop a firm grasp on the key levers that influence utilization by gaining an in-depth understanding of our employers and their populations, studying the correlation between engagement tactics and results
• Deliver clear and compelling reports and presentations to clients that represent our impact while making recommendations and identifying action plans aligned with client goals and objectives
• Manage complex operational matters including scope of services enforcement, payment processing and business reporting for internal and external performance measurement
• Identify and execute strategies to streamline processes and increase operational efficiency through scalable implementation and account management workflows and reporting tools
• Contribute to product roadmap planning by identifying enhancements/defects and clearly communicating specs to the Technology team ensuring successful delivery and resolution
• Collaborate closely with Carrum’s Sales, Operations and Technology teams

We’re excited about you because you…

• Have a laser client focus and a proven track record of establishing and nurturing strong client relationships that deliver on business objectives
• Are action oriented and take on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
• Consistently drive towards and achieve results, even under tough circumstances
• Hold yourself and others accountable to meet commitments
• Are interpersonally savvy: You relate openly and comfortably with diverse groups of people
• Situationally adapt your approach and demeanor in real-time to match shifting demands
• Are self-motivated; a go-getter that proactively looks to make things better rather than waiting for marching orders

Qualifications:

• At least 4 years of experience in client success/account management, consulting and/or professional services (healthcare industry experience highly desirable)
• Excellent relationship building, collaboration and client management skills
• Proven ability to successfully influence a variety of different constituencies, from external stakeholders to internal cross-functional teams
• Effective communication skills: the ability to be direct, logical and succinct.
• Demonstrated competence in storytelling and presentation skills, whether in face-to-face or virtual settings including audiences at different levels of seniority
• Highly detailed-oriented, extremely organized and results-driven; exceptional at creating process and structure. Strong operational and reporting prowess.
• Experience handling aggressive deadlines, keeping many balls in the air and prioritizing work in a fast-paced, dynamic environment
• Entrepreneurial spirit; not afraid of ambiguity, ability to innovate, think outside the box, and solve problems creatively and strategically
• Experience working in fast-paced, dynamic, rapidly growing, early-stage environments.
• Burning passion about Carrum Health’s mission to make healthcare more affordable and consumer-centric

Why you’ll love working with us...

• We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include Walgreens, US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine. 
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same.
• We carve out time to let go of work to celebrate our successes and have fun. We’re all working remotely right now, but prior to the pandemic a few of the monthly activities we enjoyed included group dinners, bowling, and hiking. Now we bring the fun online with holiday costume contests, arts and crafts activities, musical events, weekly meditations, and gratitude sessions.
• You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways.