Walrus Health

Customer Success Manager

• Drive client trusted relationships leading to customer loyalty, retention and growth.
• Ensure that Walrus products and services meet guarantees, service level agreements and contract terms.
• Institute standard operating procedures for consistent service delivery.
• Keep senior management informed of client issues.
• Partner with internal teams to create products that meet client’s needs..
• Schedule client meetings and internal prep meetings.
• Work with Walrus’ data lead throughout the quarter to ensure that engagement activities, revenue, savings and member communications meet company goals.
• Perform quality checks on reports.
• Send meeting minutes in a timely manner.
• Conduct kick off meetings.
• Prepare onboarding check lists and get clients sign off.
• Get contracts executed.
• Lead stand-up meetings.
• Respond to client emails in a timely manner.
• Train and mentor new hires as needed.
• Participate in internal meetings as needed.
• Communicate all client requirements and updates to internal departments.
• Establish and maintain professional relationships with consultants.
• Assist with grievance resolutions as needed.
• Comply with all training and compliance requirements.
• Prepare business plans that are aligned with company goals and objectives.

Client Success Manager