Client Success Manager

Position Overview

At Bloom, we are dedicated to revolutionizing the insurance industry through innovation and excellence. We are seeking an experienced and resolute individual to manage the client implementation, ongoing relationship and reporting requirements associated with Telesales and Health Activation. The Client Success Manager ensures the implementation process and ongoing project management support aligns tightly with overall client strategic direction and goals. This role is a key part of the overall success of client satisfaction and will collaborate with other Bloom departments, to ensure each client is onboarded successfully and thrives once they are live and in production.

We Are Looking For An Exceptional Individual Who Can

• Project manage the implementation of new clients, expansion of existing clients and/or one-off campaigns which will include coordination with internal and external stakeholders/task owners.
• Project manage internal projects as assigned in support of operational efficiency and optimization.
• Participate in implementations and projects – contributing to new workflow creation and contribute to successful UAT.
• Communicate status and monitor internal metrics associated with departmental tasks/turnaround times within client implementations/program requirements.
• Capture client requirements, timeline requests, and understand the underlying need of the request as it relates to current contracts.
• Coordinate with internal and external teams to ensure implementation is complete within the period and according to the contract.
• Document, communicate and establish workflows within technology solutions.
• Understand client reporting requirements to be able to assist in problem-solving and initiative-taking interpretation of reports.
• Track, analyze and evaluate client data to ensure client goals are met.
• Effectively plan and lead conference calls with internal and external participants, when needed.
• Prepare and deliver presentations both internally and to the client.
• Function as an intermediary for escalated customer service issues generated from the team and work with the client and other colleagues, as needed, to provide a resolution.
• Work closely with the Business Development, Account Management, Call Center Operations and Training, as needed, to ensure positive and accurate communication between Operations and the client.
• Perform all other duties as assigned.
  
  

Qualifications

• Bachelor’s degree in business, or a related field
• 4+ years of experience in client services, project/program management or a related required
• 3+ years of experience in a professional client-facing service role required, health insurance industry preferred.
• Previous implementation experience preferred.
• Previous experience with government programs healthcare insurance and knowledge of senior health insurance offerings preferred.
  
  

Required Skills and Abilities

• Ability to produce timely consistent deliverables for internal and external constituents.
• Use sound judgment and advanced communication skills to effectively address and satisfy the needs of clients.
• Excellent written/verbal communication, and presentation skills
• Understanding of providing high-end quality customer service
• Demonstrated ability to re-prioritize workload when plans change to accommodate urgent client requests.
• Ability to work in automated workflow environments.
• Works well in a team environment
• Initiative-taking and goal-oriented
• Multi-tasking abilities
• Highly organized
• Creative and solutions-minded
• Strong background/fluency with MS Office Products (Excel, Word, Outlook, PowerPoint)
  
  

What We Offer

Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture has to offer from day one. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.

Core Values

• Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference.
• Be Stronger Together: Embrace a collaborator mentality, leveraging the strengths of yourself and others to collaborate as one team.
• Do What’s Right: Adhere to high ethical standards, acting with integrity to do what is right for partners, customers, and colleagues.
• Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development.
• Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.
  
  

About Bloom

Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from Telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.