Vp, Client Success, Direct

The Vice President of Client Success, Direct owns the entire client experience for Nox Health direct-to-employer clients, and leads the team responsible for ensuring optimal business outcomes through successful adoption and use of Nox Enterprise products and services. This role ensures that enrollment plan is met and that the client journey consistently reflects the utmost standards of service and quality. Ultimately, this role is responsible for ensuring that the organization is delivering a positive experience for clients, that the Client Success, Direct team is upholding the Nox brand and maximizing revenue, while efficiently managing costs, expectations and resources.

The Vice President of Client Success, Direct is responsible for managing risks and ensuring customer privacy and security is maintained. This role is also responsible for benchmarking, learning and adopting best practices, then promoting continuous improvement and ensuring that we employ the right personnel, technologies and processes in the areas overseen, and that all work product within direct-to-employerl is consistent with Nox’ vision, mission, core values, culture and standards of excellence.

The Vice President of Client Success, Direct is responsible for the completion of annual business plan and enrollment forecast, as well as the development of a comprehensive set of well-documented processes and procedures in all areas of responsibility.

Responsibilities:

• SCOPE: Works independently and aggressively to achieve broad range of strategic and project-based goals, as they relate to sales, service, marketing and product enhancements. Is responsible for achievement of sales forecasts and goals. Is responsible for ensuring positive client experiences throughout lifecycle. Provides mentorship and develops teams that produce outstanding, results-oriented work and plan achievement. Serves on executive and project teams related to improving cross functional processes impacting client service as well as sales/marketing and product development.
• DELIVERABLES: A high-performing Client Success team of client relationship leaders and support staff and continuously active pipeline and delivery of enrollment growth opportunities. A high-performing, engaged client base. Seamless transition of new client implementations that meet/exceed expected outcomes. Accurate, efficient resolutions to escalated customer issues Ongoing mentorship, coaching and encouragement of the CS direct-to-employer team. Completed project plans, monthly dashboards and report outs of progress to plan achievement, gap analysis and actions to address gaps. Documented processes and procedures for all areas of responsibility. Active, engaged clients (e.g., case studies, references, conferences, testimonials). Client Success, direct-to-employer staff that love what they do and have the tools needed to be successful and fulfilled.
• TECHNICAL/FUNCTIONAL SKILLS: Demonstrates excellent communication skills, both written and verbal, and communicates clearly in all situations. Translates organizational goals and objectives into actionable plans. Prioritizes work to meet multiple deliverables and deadlines. Assesses and drives improvement in employee performance by providing clear, attainable goals, actionable coaching feedback and maintaining clear, detailed written documentation. Identifies performance and career development needs in team members and works with the employee to prepare an effective development plan. Serves as an effective subject matter expert to cross-functional teams and executive leadership team. Thinks strategically to find and implement new and better solutions Effectively addresses the unique issues of managing remote employees. Effectively manages when working as a remote leader. Applies analytics to decision making.
• LEADERSHIP SKILLS Embodies Nox core values, and ensures employees strive to do so as well. Displays strong, unwavering leadership, diplomacy, and an entrepreneurial spirit. Owns the plans for the Client Success, Direct team’s success and contributes to company success and growth. Improves the clients’ experiences by understanding and focusing on what’s important, measuring how we are doing and driving the necessary actions to improve. Helps the team identify conflicting priorities, then frames and escalates issues if they cannot be resolved quickly. Promotes speed, quality and shared vision by getting the right people involved in decisions. Ensures the team has clarity on Nox’ mission, vision and values as well as accountability for results. Owns performance management for the CS, Directd team members. Calibrates team members’ performance against other teams within their organization. Recognizes and develops great talent. Promotes a multi-cultural workforce and leverages diversity of perspective, skills and experience. Learns to diagnose, understand, and facilitate team dynamics. Effectively collaborates with peers to deliver results. Continuously gathers client and employee input and acts on or works to address any identified issues or opportunities. Continuously assesses and improves processes within scope and recommends improvements in processes. Ensures knowledge development and sharing is taking place, and is rewarded, on the team and with other teams. Fosters an environment that encourages sharing creative insights. Enables constructive debate by modeling it and promoting it on the team. Learns from successes and mistakes and applies the learnings. Deals with problems and does not pass them off to another team. Regularly solicits feedback from peers and colleagues, and applies the learnings to enhance their own performance and capabilities.

Requirements

• 10+ years in an executive role in customer service, sales or related field
• 10+ years managing staff or teams.
• Strong organizational skills and the ability to work in a team environment.
• Proven ability to develop high-performing teams. Demonstrated ability (and passion) to thrive in a rapidly-changing growth stage environment.
• Creative problem-solving and negotiating skills.
• Excellent communication skills.
• A Bachelor's Degree is desired.
• Experience with Salesforce, google suite, Microsoft Office suite, project management (e.g., Asana, Confluence, Miro) software desired.

Benefits

Medical, Dental, Vision Benefits

401K + Match

Unlimited PTO

Comp Range: $143,300 - $191,000