Lead Client Success Specialist

Lead Client Success Analyst

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Role Summary:

The Lead Client Success Analyst serves as a client-facing operational anchor responsible for the successful implementation of new business and renewing complex clients, ensuring seamless coordination across internal teams and client-facing activities. By translating and transforming client needs into scalable, actionable execution plans, this individual enables enterprise-level readiness, mitigates risk, and directly contributes to client satisfaction and retention at scale. This individual is a thought partner to leadership and a mentor to junior analysts.

Key Duties and Responsibilities

Lead the operational execution of implementation plans for new and renewing clients, driving the end-to-end implementation for high-priority or enterprise-level clients.

Act as the strategic lead for client requirement gathering and validating requirements during pre-sale to support downstream execution by SMEs for solution design and execution planning.

Facilitate executive-level discussions and manage stakeholder alignment across functions.

Oversee quality assurance, testing, and documentation of key implementation milestones.

Identify and mitigate operational risks; own escalations and contingency planning.

Act as the primary escalation point for issue identification and resolution.

Ensure all checklist items are completed accurately and on time, driving client operational readiness.

Serve as a subject matter expert and process owner for continuous improvement initiatives.

Mentor junior analysts and support talent development across the team.

Required Skills, Education & Experience

5+ years in implementation, client onboarding, or project coordination roles.

Proven ability to lead complex, cross-functional initiatives with minimal oversight.

Strong project management and cross-functional leadership skills.

Expertise in requirement gathering, quality assurance, and stakeholder communication.

Comfortable engaging with client executives and senior internal leaders.

Proficiency in healthcare operations and compliance.

Advanced in Microsoft Office Suite (Microsoft Excel, PowerPoint, and Project).

Out of area travel may be required.

Bachelor's degree required or equivalent years of experience.

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.