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Senior Global Client Success Manager
vor 2 Monaten
We're Apryl, part of the Progyny Inc family, and we're on a mission to make fertility and family-forming care accessible everywhere. As a Senior Global Client Success Manager, you'll play a crucial role in building and maintaining strategic relationships with our enterprise employer clients across multiple countries.
You'll be a strategic thinker with a hands-on mentality, managing complex, multi-country client accounts, ensuring ongoing relationship support, identifying opportunities for growth, and leading upsell initiatives. You'll also develop a global reporting framework and support US-managed accounts with global reporting efforts.
Key Responsibilities- Client relationship management: Serve as a healthcare consultant and trusted business advisor, building strong, customer-centric relationships with clients at multiple levels.
- Ensure client satisfaction, retention, and engagement, while identifying opportunities to grow revenue.
- Serve as a feedback loop for your clients internally.
- New client implementation: Lead the implementation of new clients by guiding them on benefit design, funding, claims, and compliance.
- Document benefit requirements and ensure accurate benefit configuration by internal teams for a successful launch.
- Develop and present client- and member-facing collateral, ensuring a smooth transition and clear communication.
- Global reporting & analytics: Establish a streamlined global reporting framework to provide clients and internal teams with relevant, timely insights.
- Utilise a process-oriented, data-driven approach to drive automation and operational efficiency, continually seeking ways to optimise workflows and client interactions.
- Education: Bachelor's degree or higher.
- Experience: 10+ years of experience in customer success, account management, or a similar client-facing role, ideally in a high-growth technology environment.
- Proven experience working with enterprise clients or employers, with the ability to navigate complex relationships and deliver exceptional client outcomes.
- Strong project management skills with the ability to lead complex projects and manage multiple priorities simultaneously, ideally with 1-2 years of consulting experience.
- Skills & Attributes:
- Excellent communication skills with the ability to empathise, listen, and negotiate effectively. You can balance client needs with internal capabilities and constraints.
- Strong business acumen with an understanding of financial metrics, client positioning, and messaging for maximum impact.
- Data-driven mindset with a focus on process improvement and operational efficiency.
- Proficiency in developing and presenting compelling client-facing materials and delivering impactful presentations.
- Flexibility to travel to client's location whenever needed
- Annual gross salary range for Berlin-based applicants: €80,000-90,000
- Additional bonus program and company equity
- Fertility & family building benefit: Get access to our Apryl Platform and a 5.000€ benefits budget
- Mental health benefit: Access to 1:1 sessions with experienced psychologists & in-app training & tools from Nilo Health
- Sustainable mobility benefit: Dance e-bike subscription or monthly public transportation ticket (BVG)
- Hybrid work: Up to 2 days a week work from home
- Remote work: Up to 8 weeks per year
If you're passionate about building strong client relationships and have a proven track record in customer success or account management, we'd love to hear from you. Come and join us for a diverse and inclusive workplace and help us make fertility and family-forming care accessible everywhere.
