Director, Client Success

Job Description

• Main point of contact for dynamic, fast-paced relationships • Navigate ambiguity and orchestrate collaboration across functions • Own the success of clients; manage client relationships • Develop and nurture talent within client success team • Set clear objectives and key results for client success professionals • Optimize results with key clients • Manage client expectations and contractual commitments • Coordinate with other vendors in benefits ecosystem • Deliver and execute robust engagement strategy • Ensure client renewal by achieving business results

Qualifications

• 10 years of experience in client success/account management of Benefits/Healthcare • Corporate experience working at navigator, digital health point solution, carrier, consultant, or related • Experience with Fortune 100 clients or other large group plans • Ability to work cross-functionally in a fast-growing company • Strong results orientation and track record of delivering complex projects • Data-driven and detail-oriented with ability to drive projects to completion • Great communication skills with ability to articulate value proposition • Personal accountability and ability to own decisions and actions • Strong business acumen, poise, empathy, and professionalism • Entrepreneurial with ability to anticipate and resolve issues • Experience with Salesforce and key account management platforms • Willingness to travel (estimated 10-20%) • Passion for mission of raising the standard of health care

Benefits

• Serve as primary relationship owner on key employer clients • Establish professional and productive relationships with key stakeholders • Lead and manage a team of exceptional client success professionals • Assess client needs and goals consistently to ensure shared definition of success • Collaborate with other vendors in customers' benefits ecosystem • Drive utilization and ROI across services to meet client expectations and commitments • Deliver regular customer reports on member engagement, utilization, and ROI • Partner with growth marketing team to deliver engagement strategy • Achieve business results for client renewal