• Drive business growth and achieve high client retention • Maximize client satisfaction, securing renewals, and growing accounts • Create a substantial up- and cross-sell pipeline • Achieve ARR growth targets across assigned accounts • Expand Stravito's presence within client organizations

Role Description The Manager, Customer Success will lead a team of Customer Success professionals. You will be part of the Customer Success organization responsible for protecting, nurturing, and growing customer relationships. The Main Responsibilities - Leads and develops teams focused on Customer Success management. - Accountable for customer, product, and revenue retention, product adoption, and revenue expansion. - Leverage data to help the team understand customer health, risks, and opportunities. - Encourages and directs innovative thinking. - Partner closely with Sales Acquisition team on strategic account and acquisition initiatives. - Implement best practices and solutions to channel’s business and customer needs by promoting a common vision and focus to serve the customer. - Drive consistency throughout day-to-day tactical operations: standards, tools, best practices, process knowledge, and communication. - Develop and build strategic internal and external relationships to facilitate customer growth. - Accountable for business performance by monitoring and achieving KPIs. - Manage organization of dedicated field Customer Success professionals and support for our Insert Segment/Region US customers responsible for managing customer success activities such as: - Onboarding - Creating customer success plans - Customer advocacy - Ensuring product adoption and value realization - Identify upsell and cross-sell opportunities to partner with sales for revenue - Resolve customer dissatisfaction - Revenue management activities e.g. churn, credits, rerates, payment terms Leadership - Ensure positive onboarding experience for new hires (tools, training, resources, etc.) and drive optimal ramp time to full productivity. - A change agent leader who will build a strong customer success team to drive a compelling focus on net revenue growth. - Recruit, mentor, and develop customer success team. - A customer-first leader with the ability to drive our company culture and values and with a passion to help our customers be successful and drive positive employee engagement. - Clearly articulate the CS vision and strategy across your team and the sales ecosystem. Qualifications - 6+ years of related customer-facing client services experience. - Experience in a technology customer-facing environment supporting technology customers. - Ability to manage influence through persuasion, negotiation, and consensus building internally and with customers. - Excellent communication skills. - Ability to identify common needs and issues across the organization. Preferred Qualifications - More than 7+ years of applicable experience. - Bachelor’s degree in business or related field. What to Expect Next Requisition #: 342296 The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity This position has overall leadership of the day-to-day operational responsibilities for 60-80 Short Term Disability and FML Claim Specialist and direct management of 4-6 Unit Managers that support our Group Insurance Customers. Responsibilities include planning, implementing and overseeing all claim and customer activities while ensuring the highest quality and service is delivered on every claim. Key Responsibilities - Accountable for the day-to-day execution and attainment of all operational metrics and plans (e.g., quality, service, production), and able to drive results and accountability across all levels of the team. - Builds and manages effective partnerships with both internal and external customers and appropriately integrates customer needs with the strategic direction of the organization. - Fosters an environment that supports effective teamwork and cross-functional cooperation. - Effectively manages and communicates change and creates a culture where change is embraced and aligned with business priorities. - Creates an organizational environment where feedback is valued and serves as a role model for providing and receiving feedback. - Provides a future vision of success and related requirements for ongoing process improvement. - Champions new process and technology initiatives impacting the claim teams and creates an environment for successful implementation. - Provides leadership on major initiatives and uses leadership role and knowledge to affect the work and direction of the claim organization. - Performs other related duties as assigned or required. - Supervisory responsibilities include full people management, including hiring, firing, promotions, performance and compensation management, training, and development. Required Qualifications - 5+ years of claims experience - 3+ years of experience in a leadership position/people management role - High school diploma or GED Preferred Qualifications - Bachelor's degree preferred - STD, LTD, clinical, and industry knowledge - Prior success in putting customers first while exhibiting motivational leadership throughout the organization - Demonstrated leadership skills that reflect experience as a change agent and innovator, driving meaningful change in operational effectiveness and productivity - Claims management experience, including knowledge of other Employee Benefit Programs (e.g., Workers' Compensation, Life Insurance) and relative Federal and State laws - Significant experience with claim processes and technology to support claim management processes and provide the foundation for service and innovative change - Ability to communicate clearly and effectively, both written and verbal - Strong presentation skills - Influence, negotiation, and conflict resolution skills - Ability to work in a matrix environment - Proven ability to manage multiple priorities and possess strong project management skills - Excellent analytical, decision-making, and problem-solving skills - Understands market needs that influence the delivery of excellent customer service and can proactively modify operational delivery to support customer value and operational efficiency - Proven ability to manage multiple priorities and processes - Ability to identify and create opportunities where processes and technology can meet to improve productivity and service - Self-motivated with the ability to work in a matrix organization to drive results through partnership The expected salary range for this position is $84,800 - $142,900 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

Role Description Provides leadership, management, and coordination related to the government reimbursement services of Dignity Health. Ensures timely and accurate financial and governmental reporting by managing the reimbursement program according to relevant policy terms and conditions. Identifies and implements strategies, policies, procedures, and programs for all aspects of reimbursement management practices. Monitors and communicates federal and state regulatory proposals and changes regarding healthcare reimbursement and provides effective solutions to address reimbursement service needs. Oversees, evaluates, and improves the productivity and performance of staff members. Essential Key Job Responsibilities - Manages the healthcare organization's reimbursement activities and initiatives to ensure timely and accurate financial reporting. - Identifies and implements strategies, policies, procedures, and programs for all aspects of reimbursement management practices. - Monitors and communicates federal and state regulatory proposals and changes regarding healthcare reimbursement and provides effective solutions to address reimbursement issues. - Manages the productivity and performance of reimbursement staff members. Cost Reporting - Knowledge of Medicare/Medicaid cost reporting process, timelines, and regulations. - Review and assist with hospital cost reporting in assigned Market & Region, transplant program, and teaching program experience. Financial Analysis - Knowledge of tools and approaches of financial analysis. - Ability to read, interpret, and draw accurate conclusions from financial and numerical material. Third Party Audits - Knowledge of healthcare industry audit processes conducted by external organizations or agencies. - Ability to prepare for the entire audit process. Financial Reporting - Knowledge of processes, methods, and tools of financial reporting. - Ability to create and maintain accurate and thorough financial reports. Accounting - Knowledge of accounting methods, processes, and tools. - Ability to use these to maintain and prepare financial statements and reports. Net Revenue - Assist and review monthly net revenue checklist. - Assist with account reviews to communicate with CFOs. State Supplemental Programs - Knowledge of state supplemental programs. - Assist with projections and monthly bookings. - Work with State Hospital Associations to understand program changes and report to division and system leaders. Healthcare Regulatory Environment - Knowledge of federal, state, and local healthcare-related laws and regulations. - Ability to comply with these in healthcare practices and activities. Qualifications - Bachelor's Degree in Accounting, Finance, Business Administration, or related field. - Minimum of five (5) years of intensive experience with Medicare and Medicaid reimbursement. - Two (2) years of net revenue experience. - Minimum of two (2) years of management experience. - Experience filing cost reports with Transplant Programs and working with Transplant Coordinators.