Director of Client Success

at  HealthComp

DESCRIPTION

The Director of Client Success leads a geographically diverse team of professionals serving clients in both self-funded and fully insured markets. The Client Success team under this role is responsible for client satisfaction, revenue realization and retention, including guiding and consulting on benefit strategies due to utilization and claims trends. The Director will act as a senior resource on client strategy and program design and an escalation point across the book of business. The Director should have a passion for leading teams and a constant desire to study the industry, competitive landscape, and regulatory environment affecting our business and our clients. The Director should also have experience working in a consultative capacity with clients, preferably in insurance, TPA or benefit industries.

YOU ALSO TAKE PRIDE IN OFFERING THE FOLLOWING CORE SKILLS, COMPETENCIES, AND CHARACTERISTICS:

• A strong, capable leader with solid emotional intelligence, vision, and drive to grow the CSM program, mentor its staff, influence clients’ engagement, and build or continue to build a Client Success Management model that is second to none.
• Passionate for client/customer success and support, health, and wellbeing, and capable of continuous active engagement in a fast-paced, innovative environment.
• Ability to build robust, dynamic teams that result in profitability. Must provide guidance and leadership to ensure client success managers properly analyze customer health metrics and quickly identify and mitigate customer retention risks.
• Exhibit executive presence, an innovative spirit, and a quantitative data-driven mindset.
• Excellent communication skills with natural diplomacy skills, excellent public speaking, and articulate with attention to detail.
  No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

• Lead and develop a team of talented Client Success Managers with varying levels of experience and tenure supporting a portfolio / book of business; may include Fortune 500, employer, health system and health plan clients.
• Deliver the highest level of client satisfaction for a complex and demanding client base while ensuring contract renewal and revenue objectives.
• Delivery of retention, revenue growth, relationships, and reference-ability within our installed client base
• Lead staffing planning and forecasting
• Develop and maintain relationships with senior level client contacts and decision makers.
• Demonstrate a passion to embrace and immerse yourself in our clients’ business models understanding their benefit strategy objectives and aligning solutions to support meeting their goals.
• Maintain a strong working knowledge of all aspects of Virgin Pulse + HealthComp programs.
• Drive training and approaches for Client Success Managers to develop strategic recommendations and action plans aligned with client’s goals and objectives.
• Represent Client Success team during mid and late stages of sales efforts.
• Develop and nurture org-wide cross-functional relationships to break down/avoid silos and ensure continuous improvement, drive efficiencies and process optimization.
• Study our space in health insurance and related services and serve as a key influencer of strategy and execution in context of the rapidly evolving market.
• Manage a team of Account Managers and Senior Account Managers
• Ability to travel as needed.
  You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.