Clarity Software Solutions is a rapidly growing, innovative healthcare communications company located in Madison, CT. Since its inception in 2007, the company has continued to develop and attract over 100 creative and passionate individuals who are intelligent and want to be a part of something extraordinary. While the company works hard to maintain the high level of customer satisfaction that it’s known for, there is also time to celebrate achievements and foster working relationships. Clarity has been recognized for three consecutive years as one of the Best Places to Work in Connecticut by creating a fun, friendly and collaborative work environment. As Clarity continues to grow, it’s consistently recognized by industry leading organizations. Most recently ranking on the Inc. 5000 list of fastest growing private companies, Deloitte’s Technology Fast 500™, Marcum Tech Top 40 and Red Herring Top 100 North America.

We seek highly motivated, energetic individuals who will add value to our team. If you are experienced, high-energy, collaborative and thrive in a fun, fast-paced, technology-driven environment, Clarity may be a good fit for you. For consideration, please apply to the positions that best match your qualifications.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All individuals, regardless of personal characteristics, are encouraged to apply. If you are a candidate with a disability in need of an accommodation or assistance in the application process, please contact 203.453.3999. For more information regarding equal opportunity employment, refer to the Know your Rights Poster (Spanish version here), Clarity's EEO Policy, as well as the Pay Transparency Non-Discrimination Provision .

Equal Opportunity Employer/Veterans/Disabled

Client Success Tier Manager

Remote

Full Time

Clarity Software Solutions

Manager/Supervisor

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.

We Offer:
•   Competitive compensation.
•   A full benefits suite including Medical/Dental & Vision plans.
•   401k with company match.
•   A supportive and growth-oriented culture

Company Description:
Clarity Software Solutions Inc is a healthcare technology and engagement company headquartered in Madison, Connecticut. We assist with solutions to organize, customize, and deliver healthcare data, plans, and records through their medical solutions. Our document management software technology is built within secure web-based solutions that allow for multimedia publishing of communications. They work with a team of highly skilled and trained professionals who are tasked with the responsibility of providing technological solutions and innovations. In addition to offering employees a progressive work environment being, being rated as one of the best places to work in Connecticut and Marcum Tech Top 40, employment with Clarity offers competitive salary, generous PTO, comprehensive group health, life, and disability benefits and a 401(k) plan with an aggressive vesting schedule and company match.

Job Summary:
The Client Success Collaborator Tier Manager is responsible for managing enterprise and growth client accounts in the Clarity Collaborator teams. This position manages a client success team responsible for achieving strong relationship health throughout the client lifecycle. The Manager is key in realizing positive effects on renewal, growth of lifetime value, and client satisfaction. The Manager ensures cohesive, data-led and Client informed processes are core to operations, driving key client success metrics. The Manager is hands on with these accounts and building strong client relationships and partnerships that drive value for the client and Clarity. This position reports into the SVP of Client Success.

Essential Functions
•   Under guidance from the SVP of Client Success, the Manager develops the CS Collaborator team for scalability and sustained growth, with all people, business processes, and strategies optimized with consideration of impact to client.
•   Creates a data-led model of the client journey, and ensures internal stakeholders are aligned and accountable to the model.
•   Drives and measures key client success metrics such as Customer Retention & Satisfaction (i.e. CRR, NPS, CSAT), Product Adoption & Engagement (i.e. TTFV, Engagement scores), Operational Support Efficiency (i.e. FRT, SLA, Ticket Volumes and Times), and Compliance & Risk Management (i.e. HIPPA, GDPR, Incidents).
•   Works to ensure one-source of client data is used within their team and across internal stakeholders.
•   Along with the SVP, determines the metrics, health scores, and KPIs relevant to their assigned client portfolio.
•   Manages a team of Client Success Analysts on a day-to-day basis.
•   Oversees performance and development management related activities for a team of Analysts.

Education Required
•   BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience.

Knowledge & Experience
•   At least 5 years of experience in a client facing and leadership role; preferred experience from a Top Customer Service company (Commercial or Consumer) with 2 years work experience in a leadership capacity.
•   Exemplary client service delivery approach.
•   Deep knowledge of Customer Success theory, practice, and frameworks with direct Client Success experience.
•   Ability to resolve problems, identify service delivery trends, and potential system improvements.
•   A track record of motivating teams through coaching and performance & development management practices.
•   Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation.
•   Expert communication skills and the ability to hold Client leadership conversations to build and maintain strong relationship and partnership.
•   Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
•   Strong background in leadership capacity.
•   Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools.
•   Strong competency with JIRA Service Management, Confluence and Monday.com preferred.
•   Experience in industry standard querying tools (SQL) preferred.
•   Previous experience working for or with healthcare payers preferred.

Personal Attributes
•   Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
•   Holds self and others to exemplary standards through personal and professional accountability.
•   Exudes a collaborative style with internal teams and external clients.
•   Strong interpersonal skills to interface effectively with clients and teams.
•   Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
•   Ability to quickly grasp technical aspects of products and services
•   Knowledge of customer onboarding best practices and a related track record of success
•   Strong analytic capabilities for understanding client data and usage patterns & identifying potential issues
•   Strong project management capabilities
•   Functions well in a fast-paced environment.
•   Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
•   Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
•   Enjoys working in a matrixed, team-based culture in support of client deliverables.
•   Aptitude to quickly learn and multi-task.
•   Outstanding telephone and email etiquette with excellent oral and written communication skills.

Physical Demands
•   Must be able to operate a computer and other office products (i.e. a computer printer).

Apply for this position

Required*

Apply with Indeed

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Who referred you to this position? Enter their first and last name here.

What's your citizenship / employment eligibility?*

Are you 18 years of age or older?*

Desired salary*

Are you a current Clarity Employee?*

Have you worked for Clarity in the past?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application