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Form of workJob Description
Description
Key Responsibilities
Skills, Knowledge and Expertise
Benefits
HealthComp and Virgin Pulse are now Personify Health. We value and celebrate diversity and we are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to #changelivesforgood.
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.
Key Responsibilities
- 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.
Skills, Knowledge and Expertise
In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:
- Bachelor's degree, or equivalent, in related discipline
- Minimum of 8 years’ leadership role leading customer success/account management preferably in insurance or benefit services.
- Domain experience in employee benefits, healthcare industry, employee benefits, health plans, TPA services, or benefits administration.
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!
Benefits
We believe a career should provide competitive pay and benefits, a collaborative and supportive culture and cutting-edge technology and services. Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity and social justice. To that end, we make a particular effort to recruit candidates from minoritized backgrounds to apply for open positions.
In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges from $115,000 to $145,000 annually. Note that salary may vary based on location, skills, and experience. This position may be eligible for a target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.
HealthComp and Virgin Pulse are now Personify Health. We value and celebrate diversity and we are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to #changelivesforgood.
