Sr. Specialist, Customer Success

About this role The Senior Client Success Specialist – 2nd.MD is responsible for independently managing acomplex portfolio of strategic and enterprise client relationships within 2nd.MD's service line.This role serves as the strategic point of contact for assigned accounts, driving clientsatisfaction, retention, and growth through proactive relationship management, strategicconsultation, and operational excellence. This individual will lead the full client lifecycle fromonboarding through renewal while managing relationships with clients, health plans, andstrategic partnerships to deliver exceptional customer experiences and business outcomes.The Senior Client Success Specialist manages a sophisticated portfolio of strategic andenterprise 2nd.MD clients, serving as their trusted strategic advisor and primary advocatewithin 2nd.MD. This individual is responsible for driving client outcomes, optimizing programutilization, identifying growth opportunities, and maintaining high levels of client satisfactionand retention. The role requires advanced business acumen, customer support skills, and theability to work independently while managing complex relationships with clients, health plans,and strategic partnership organizations.A Day in the Life...Client Relationship Support• Support the Client Success Executive as the primary point of contact for an assignedportfolio of strategic and enterprise 2nd.MD clients• Assist with strategic business reviews, quarterly health checks, and annual renewaldiscussions with HR leaders and key stakeholders• Monitor client communications and flag potential risks, concerns, or opportunities tothe Client Success Executive• Maintain positive relationships with key decision makers, HR leaders, benefitsadministrators, and health plan partnersMulti-Stakeholder Coordination Support• Assist with coordination of relationships between clients, health plans, insurancecarriers, and strategic partnership organizations• Support program implementation and communication across client organizations andtheir health plan partners• Help facilitate meetings and ensure proper documentation and follow-up activitiesAccount Support & Administrative Services• Support client retention activities and assist with renewal preparation anddocumentation• Help identify potential growth opportunities and communicate findings to the ClientSuccess Executive• Assist with developing client success plans and tracking progress against establishedgoals• Provide administrative support for expansion discussions and coordinate with ClientSuccess Executive as neededProgram Monitoring & Reporting Support• Monitor and analyze client program performance with assistance from Client SuccessExecutive, tracking utilization rates, member satisfaction, clinical outcomes, and ROImetrics• Prepare standard reports and summaries to help demonstrate program value to clientsand health plan partners• Support implementation coordination of new services, features, or programenhancements• Assist with cross-functional coordination and help manage project timelines anddeliverablesClient Support & Communication• Serve as a knowledgeable resource on 2nd.MD services, helping clients navigateavailable programs and resources• Support client communications including meeting preparation, documentation, andfollow-up activities• Assist with preparing materials and presentations for client meetings and strategicplanning sessions• Help gather client feedback and communicate insights to appropriate internal teamsEngagement & Marketing Tracking• Monitor and track client engagement activities including marketing campaigns,communication initiatives, and member outreach programs• Coordinate with marketing teams to ensure proper tracking of engagement opt-ins.• Support execution of client-specific engagement strategies and marketing materials• Assist with election tracking of health fairs and on-site events. (Some travel may berequired in attending on-site events.)• Maintain accurate records of engagement activities, marketing touchpoints, andelection outcomesAdministrative & Operational Support• Handle routine client inquiries and coordinate escalated issues with the Client SuccessExecutive• Provide administrative support including meeting coordination, documentation, andproject tracking• Assist with process improvements and help maintain best practices for clientrelationship management• Support special projects and initiatives as assigned by the Client Success Executive andleadership teamWhat We Are Looking For...Required Qualifications• Bachelor's degree in Business, Healthcare Administration, Communications, or relatedfield• 5-7 years of professional experience in client success, account management, or strategicrelationship management• Proven experience managing complex B2B relationships with contract values of $100K-$2M+• Demonstrated track record of achieving retention and growth targets in senior client-facing roles• Experience working with healthcare organizations, health plans, insurance carriers, orstrategic partnerships• Advanced analytical skills with experience interpreting complex data and creatingstrategic insights• Expert proficiency with Microsoft Office suite and CRM systems (Salesforce preferred)along advanced data analysis tools• Strong verbal and written communications are essential to success in the role.Preferred Qualifications• Healthcare or benefits industry experience, particularly with medical consultation,second opinion, or clinical advisory services• Experience managing multi-stakeholder relationships involving clients, health plans, andstrategic partners• Background in HR, benefits administration, employee health programs, or healthcareconsulting• Experience with enterprise-level contract negotiations and renewal processes• MBA or advanced degree in Healthcare Administration, Business, or related field• Project management certification or experience leading complex, multi-stakeholderimplementationsCore Competenc