Client Experience Manager Jobs in Springfield, IL

Job Description: Are you energized by crafting great relationships? Are you a builder who thrives on fast-paced, high-impact work? Are you driven to change the standard of care in women’s health?

The Lactation Network is hiring a VP of Client Success. As the leading voice of TLN’s employer benefit program partners, you know how to build lasting relationships and champion client needs throughout the organization. TLN is at an exciting stage of its growth journey and you will play a critical role in shaping the client success team and expanding our access to patients across the US.
We are a small, tight-knit, purpose-driven organization with aggressive growth goals in 2022 and beyond. We don’t have all the answers and we don’t expect you to, either. We do expect you to be curious, hardworking, and striving to be your best self.
Breakdown of the role
Client management (60%) You’re a strategic and innovative thinker with a broad understanding of TLN offerings, and strong project and people management skills. As our senior client lead, your focus will be client satisfaction and retention.
Relationship growth (30%) Owning retention and activation among our partners, you’ll work with TLN leadership to identify growth metrics to support these key business goals.
Strategy (10%) You’ll collaborate with the team to set strategy in order to ensure we’re supporting our clients in a thoughtful and deliberate manner.
What you’ll doReporting directly to the CEO, you’ll have the opportunity to build and shape the client experience.Represent the voice of our clients. You understand that a contract signature is only the first step in a successful partnership. Our VP of Client Success champions clients' needs and takes full ownership for a consistent and positive client experience across all touchpoints of the client journey.Build relationships. Drawing on your executive presence, high EQ, and impressive follow-through, you’ll build authentic relationships with our partners while inspiring the TLN team to turn great ideas into reality.Be hands on. Support day-to-day post sales client lifecycle activities including onboarding, training, reporting, support, renewals, expansion, and advocacy.Identify growth opportunities. You’ll thrive helping our partners spot opportunities to scale their business.What we expect from you
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
7+ years of experience in similar client-facing positions (e.g., Account Management, Client Success, Sales, Consulting, Etc.)
Outstanding communication skills (verbal and written) with the ability to influence and build consensus
Ability to collaborate and inspire cross-functional teams to drive client outcomes
Experience in high-growth organizations
Ability to approach problems with creativity and curiosity
A growth mindset
A bias for actionClose attention to detailHigh EQThe ability to inspirePoise under pressure
What we’d also love to see
Retention and activation metric ownership
Healthcare experience and insurance knowledge
What you can expect from us
Unlimited PTO. We work hard. We’re passionate about what we’re building together. We also have lives outside work.Medical plus voluntary vision, dental. (We are a healthcare company, after all.)401(k) with employer match. We’re planning for the future—and we want to help you do the same.Flexibility. We like spending time together in our office in Chicago’s West Loop. We also work remotely regularly because we know that some of the best ideas happen on the couch, in a coffee shop, etc. We’re also adding fully remote roles to our team as we support our national footprint.Wellness. You’ll have complimentary access to the leading app for meditations, sleep stories, and other wellness resources.Recharge. We have one designated “no meeting day” each week so you can take a break from videoconferencing and have some quiet time to focus.Professional development. We invest in our team by offering every employee access to a professional development budget.Competitive compensation. We’re looking for top talent.A growth environment. The sky’s the limit.About The Lactation NetworkThe Lactation Network is setting a new standard for parents and lactation consultants alike. At TLN, our movement goes beyond any single outlet or tool. We activate education, connection, and advocacy to foster the new network of inclusive care between parents and IBCLCs; the network where every caregiver has the resources to thrive. TLN is powered by the largest network of IBCLCs in the country. Together, we are here to make sure families get the expert insurance covered lactation care that they deserve.