Job Description

Flume Health is looking for an engaged, self-motivated individual dedicated to delivering great experiences to customers. The Customer Success team is charged with overseeing the onboarding of new clients, advocating for member (our customers' employees) needs, periodically sharing KPIs with customers, and driving retention and renewal in our rapidly growing base of mid-market customers. You will start working with customers in the final stages of the sales process, and will also work with our marketing and finance teams to streamline workflows and communication processes. You will also work with product and engineering team to organize customer feedback and advocate for improvements in the product offering

WHAT YOU WILL DO

• Own the experience employers have working with Flume Health - helping them structure, launch and run their health plans.
• Be the primary liaison with the leadership of our clients - both employers and their brokers/advisors. Grow each of these relationships interpersonally and strategically. Make each new client our best reference.
• Facilitate success across Flume's business units via open, direct, communication and treating Flume peers as your internal clients.
• Oversee and/or coordinate new client implementations and open enrollment processes.
• Set, manage, and facilitate the achievement of service expectations for our clients and their advisors.
• Collaborate with the operations team to address technical and customer support challenges.
• Work to achieve better health outcomes and savings for patients and our clients via review of daily reporting to identify opportunities for patient guidance and take the steps required to inform them of their options.
• Optimize plan performance for clients by monitoring financial results, prepare and deliver periodic performance reviews, and provide ongoing insight and consultation.

WHAT YOU NEED

• A startup appropriate work ethic and upbeat personality.
• 3+ years in a customer success or account management role with a history of increasing responsibility.
• Demonstrated ability to drive retention and manage enterprise accounts.
• Excellent written, phone, and in-person communication and relationship-building skills.
• The ability to recognize and manage competing priorities and stakeholders.
• Interpersonal skills to manage escalated customer service issues with grace and diplomacy.
• Superior organizational skills.
• A burning desire to make the healthcare experience better for patients, their employers, and healthcare providers.
• Bonus: A thorough understanding of self-insured employer health plans, and the supply chains that compose them.

Benefits

• Competitive salary & OTE
• Stock option grants
• Flexible vacation
• Medical, dental and vision insurance
• 401(k)

COMPANY CULTURE & VALUES

1. Delight our clients and earn their deep trust.
2. Be candid and assume good intent.
3. Experiment with new ideas, plan carefully, and execute with precision.
4. Be good: only do things that would make your mother proud.
5. Don't cut corners.
6. Be an owner.

ABOUT US Flume Health helps employer sponsored Health Plans more deliver better results – namely higher quality care for patients that lead to better outcomes and lower costs. We work with self-insured companies as their Health Plan administrator (TPA), often replacing the incumbent insurance company. In doing so, we are reinventing what it means to have "health insurance" - from the network members use to find a high quality doctor, to the payments happening in the background.

Flume Health was founded in 2018 and has raised over $10M in seed capital from investors including Crosslink Capital, Accomplice VC, Primary VC, Founder Collective, Route 66, and Entrepreneurs Roundtable Accelerator (ERA)

We are an equal opportunity employer and value diversity within our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.