Healthcare Customer Success Coordinator (Hybrid/Troy, MI) - Populance
GENERAL SUMMARY:
The Customer Success Coordinator will be a key leader in defining and delivering success for Populance’s customers, ensuring their needs and goals drive Populance strategy. This role champions the voice of the customer, shaping implementation plans and guiding cross-departmental efforts to deliver a seamless, high-value experience and foster long-term partnerships. Responsibilities include developing and executing implementation strategies, partnering with internal teams to streamline processes, and creating solutions that enhance customer satisfaction, foster growth, and strengthen retention. The coordinator aligns customer insights with Populance’s strategy and product roadmap to optimize outcomes and build lasting relationships.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
- Lead and coordinate cross-functional activities to ensure the successful delivery of customer services and commitments, holding accountable departments responsible for execution, optimization, and implementation.
- Serve as the primary point of contact for customer inquiries, onboarding, escalations, and relationship management, fostering trust and satisfaction.
- Manage new customer onboarding processes, guiding clients through setup, adoption, and training while ensuring a smooth transition into services.
- Collaborate with stakeholders, customers, users, and internal experts to design and implement strategies that drive customer acquisition, growth, retention, and engagement.
- Act as an internal advocate for customer priorities by providing strategic input and feedback to leadership, product, and development teams.
- Coordinate and track Customer Success deliverables, ensuring seamless communication and collaboration between internal teams to meet client needs.
- Prepare and deliver customer-facing content, reports, and presentations, incorporating feedback to strengthen engagement and demonstrate value.
- Develop, monitor, and report on key Customer Success metrics (KPIs) related to acquisition, retention, satisfaction, and overall account health.
- Identify risks and manage internal remediation plans as needed to resolve customer challenges quickly and effectively.
- Support revenue growth opportunities by identifying upsell/cross-sell potential and ensuring customers realize the full value of services.
- Maintain accurate documentation of client communications, agreements, and progress updates to support transparency and accountability.
- Perform other related duties as assigned in support of overall business goals.
EDUCATION/EXPERIENCE REQUIRED:
- Bachelor’s Degree in Business Administration, Project Management, Information Technology, Health Care, or related field.
- Minimum of two (2) years of experience in account and/or project management.
- Minimum of two (2) years’ experience in a managed care, health care, health plan clinical or financial administration environment.
- Demonstrated experience in project management.
- Ability to rapidly learn and iterate using agile methodologies to create a desirable user experience.
- Strong analytical, creative problem solving, facilitation, critical thinking and decision-making skills.
- Excellent program and project management skills including planning, prioritizing and problem solving.
- Excellent communication skills - written, verbal, presentation and interpersonal.
- Excellent ability to multi-task, influence and negotiate.
- Excellent ability to work in a fast-paced changing environment.
- Commitment to service excellence.
- Respect for diversity.
- Ability to work in collaboration with groups and work teams.
- Team spirited.
Overview
HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.
Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s
major academic medical centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services. Employee's classified as contingent status are not eligible for benefits
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.