Overview
IT Client Success Manager Jobs in Remote at One Call
General information
Location
Remote
Function
IT
Business Unit
Shared Services
Full-time/Part-time
Full Time
Salary Range Min – Max (USD)
66100-109100
Country
United States
Date
31-Jan-2025
Job ID
4651
Description & Requirements
Join Our Team and Make a Difference!
Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or playing a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.
Salary Range:
This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.
What We Provide in Return for Your Commitment to Our Mission
We offer a vast array of benefits to help support the whole you, including:
Remote Work: We are a remote-first company and almost all positions receive the flexibility of working from home.
Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.
Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.
JOB SUMMARY:
The Technical Client Success Manager are the liaisons for client within IT operations and are responsible for coordinating all IT-related client requests, issues, and needs throughout the life cycle of that engagement. This role combines the disciplines of client engagement, internal and external communications, business operations understanding, project management, and technical knowledge to provide clients with clear, productive experiences when working with IT.
The Technical Client Success Manager will work directly with clients alongside other areas of the business including client management, operations, growth, and support to fully understand and document the technical needs and requests of the client. They will be responsible for identifying, classifying, and prioritizing IT work items, coordinating with the teams within IT to define and execute on priority items, and communicating updates, clarifications, expectations of outcomes, and other critical information back to the client and other parts of the business. For enhancements, the Technical Client Success Manager will work with Technical Product Management to define and assess the requests so they can be properly valued and prioritized.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Manage client success for technical efforts, including working with the client and other areas of the business to collect, understand and document client needs and the priority/impact of those needs.
Own client communications for IT-related requests, including status, updates, issues and issue resolution, requests, actions/next steps for both One Call and clients, and verification of completion. This may also, at times, include informing clients of what will not be done or IT-related requests that cannot be met and why.
Coordinate efforts for IT-related tasks required to meet client needs, including determining the appropriate IT workstreams (bug, enhancement, investigation, etc.) and/or teams, working with teams to evaluate and scope efforts, following up on scheduling and statuses, coordinating responses to questions and clarifications, and validating completion.
Work with Technical product management, product design, and Project Management to identify and track next steps for IT work items including scope, prioritization, task status, risks, concerns, and timelines.
When required, assist Product Management in building business cases for large-scope client requests to determine if it is in the best interest for the company including evaluating viability, value, and cost.
Manage day-to-day ‘low-touch’ client requests (such as requests via email or through other areas of the business as part of a business-as-usual engagement), including triaging, classifying, and prioritizing work items.
When required, escalate IT-related client request issues and risks to appropriate stakeholders including clearly articulating the problem, problem impact, potential solutions, and cost/risk/value of each solution. Work with stakeholders to facilitate outcome and communicate those outcomes across stakeholders and client.
When appropriate, provide updates to appropriate internal stakeholders which could include functional management, leadership, and the executive team.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
Bachelor’s degree in a STEM (Science, Technology, Engineering or Mathematics) or business-related field, or equivalent education, training, and relevant work experience.
Two (2) years of experience in client-facing positions such as client support, client success, client services, client delivery, sales/growth, or equivalent.
One (1) year of professional experience managing projects, programs, work efforts with multiple components, or other demonstratable project management-like responsibilities.
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:
Strong working knowledge of client engagement and client-facing communication.
Strong oral, written and interpersonal communication skills.
Strong conflict management, negotiation, and resolution skills.
Ability to recognize and triage technical requests based on the nature of the request – bug, enhancement, investigation, etc.
Ability to deliver difficult messages and conduct difficult conversations while maintaining strong, positive working relationships.
Ability to learn and understand the needs of our clients and our sector of the market in healthcare.
Ability to learn from, interact with, and interview Product Subject Matter Experts (SMEs).
Ability to understand and distinguish the needs and the ‘wants’ of clients and internal stakeholders.
Ability to engage with clients, stakeholders, company leaders, and developers/engineers in a constructive and collaborative relationship.
Ability to communicate technical solutions to both internal and external audiences and both technical and non-technical audiences.
Ability to facilitate prioritization and issue resolution.
Ability to become expert in the functionalities, benefits, and capabilities of the current products.
Demonstrated skill in managing project budgets and timelines.
Ability to work in an environment that aligns with the company’s diversity, equity, inclusion and belonging standards.
Ability to work both independently and in a team environment.
Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:
This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.
Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.
ADDITIONAL LEVELS WITHIN JOB FAMILY (IF APPLICABLE):
Technical Client Success Manager (Level 1)
Entry-level for Technical Client Success Manager, is an intermediate professional role. Responsible for supporting client alongside more experienced professionals across the business while ramping up the necessary skills and product/industry/client knowledge. Level one Technical Client Success Managers will be responsible for gathering and documenting technical requirements from clients and working with SMEs across the business (technical, operational, etc.) to interpret those requirements into appropriate technical-work items. This position will require strong ability to convey complex technical ideas in easy-to-understand ways both written and verbal, have the ability to identify, document, and track work items across multiple teams and stakeholders, follow-up to get and verify statuses, and communicate issues, resolutions, outcomes, and deliveries. They will have the ability to learn and apply new concepts quickly, and have strength in project management, communication, and documentation.
Technical Client Success Manager II (Level 2)
Intermediate professional role. Will be expected to own complex technical client requests and engagements that may span multiple phases and deliverables. They will be responsible for triaging work items, identifying problems and risks and facilitating resolutions, and working with product management to understand and evaluate product enhancements for consideration in the roadmap.
Technical Client Success Manager Senior (Level 3)
Advanced professional role. Will be expected to own multiple simultaneous large client technical projects and initiatives including programs with great fiscal impact and those impacting flagship clients. Typically requires at least 5 years of experience in similar roles with demonstrated success in maintaining strong client relationships and tight control over projects, deadlines, and communications.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.
Title: IT Client Success Manager
Company: One Call
Location: Remote
