Matthew Glutz
Summary
Results-driven Client Success Manager with expertise in client relationship management, onboarding, product training, and account management across the healthcare industry. Proven ability to enhance customer satisfaction and retention through effective communication, escalation management, and problem-solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Success Manager
CareView Communications
Remote
07.2023 - Current
- Facilitated client onboarding processes to ensure smooth transitions.
- Managed client accounts and maintained regular communication to proactively address needs and enhance satisfaction.
- Conducted regular check-ins with nursing leadership to gather feedback and drive service improvements.
- Provided support during product launches, ensuring clients understood new features.
- Developed and maintained relationships with hospital staff and c-suite to ensure customer satisfaction.
- Generated monthly performance reviews to analyze successes, challenges, and actionable insights.
- Collaborated with internal teams to troubleshoot any customer issues or concerns.
- Provided training sessions to hospital staff during implementation.
Client Services Manager
Labor First, LLC
Mt. Laurel
09.2020 - 07.2023
- Managed client relationships to enhance satisfaction and retention rates.
- Developed service strategies to address client needs effectively.
- Coordinated communication between clients and internal teams.
- Conducted regular client and member meetings to clarify product understanding and address concerns.
- Trained staff on client management best practices and tools.
- Responded promptly to any escalated customer service issues.
- Provided guidance to team members on how to handle difficult situations with clients.
- Conducted periodic audits to foster compliance with standards and service levels.
Plan Sponsor Liaison
Aetna Health Insurance / CVS Caremark
Blue Bell
10.2018 - 09.2020
- Facilitated communication between Aetna Medicare and plan sponsors to ensure alignment on benefits and services.
- Managed plan sponsor inquiries regarding benefits and services, enhancing participant understanding and satisfaction.
- Coordinated meetings to discuss policy updates and changes, promoting clarity and alignment across stakeholders.
- Collaborated with cross-functional teams to resolve complex issues.
- Maintained compliance with regulatory requirements in communications and processes.
- Responded promptly to inquiries from participants regarding their accounts.
Senior Service Advocate
Aetna Health Insurance
Blue Bell
07.2017 - 09.2018
- Resolved complex customer issues by researching information from multiple sources.
- Resolved escalated customer concerns professionally, achieving high levels of satisfaction.
- Resolved complex service issues using problem-solving skills.
- Monitored open case progress, ensuring timely resolution of customer queries to improve service efficiency.
- Trained new staff on service protocols and company policies.
Education
Bachelor of Science - Business Administration
Neumann University
Aston, PA12-2010
Skills
- Client onboarding and account management
- Customer relationship management
- Retention strategies and escalation management
- Product training and problem solving
- Time management
Certification
- NJ Health and Accident Producer License
Timeline
Client Success Manager
CareView Communications
07.2023 - Current
Client Services Manager
Labor First, LLC
09.2020 - 07.2023
Plan Sponsor Liaison
Aetna Health Insurance / CVS Caremark
10.2018 - 09.2020
Senior Service Advocate
Aetna Health Insurance
07.2017 - 09.2018
Bachelor of Science - Business Administration
Neumann University