Director, Client Experience Jobs

Datavant is a rapidly growing health information technology company with a mission to connect the world’s health data to improve patient outcomes. Datavant works to reduce the friction of data sharing across the healthcare industry by building technology that protects the privacy of patients while supporting the linkage of patient health records across datasets.
By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs. Read more about our culture and benefits here!
If you are seeking a role where you can have a direct impact on the client experience, lead a team of talented individuals, and contribute to a meaningful mission in healthcare, this position as Director, Client Experience for our Payer team is the perfect opportunity for you. Join our team and be part of an exciting journey as we revolutionize the healthcare industry together.
You will:

• Communicate the progress of project initiatives to internal and external stakeholders.
• Operate as the lead point of contact for any and all matters specific to the strategic Payer/Health Plan customer(s) you are serving.
• Create summaries of all legal contracts to fully understand our contractual commitments and consistently identify opportunities to improve how we optimize our contractual relationships with customers
• Lead 5-8 account managers to ensure the client experience is outstanding and that all meeting formats, communication, and reporting are consistent.
• Forecast and track key account metrics and service level agreements.
• Serve as primary escalation point for client executives and work with client leadership to ensure we are on a path to develop (or keep) high NPS scores.

What you will bring to the table:

• The ability to organize productive client meetings and develop appropriate content for quarterly and bi-quarterly strategic meetings.
• Strong history of individual and team development (e.g., development of training programs).
• Intermediate to strong Excel skills (matching, lookups, pivot tables).
• Experience in delivering client-focused solutions based on customer needs.
• Ability to learn and relay new information quickly.
• Project management / Six Sigma / PMP / LEAN certifications in continuous improvement methodology.
• This position requires a commitment to the principle of “No Job Too Big; No Job Too Small” - the Director will need to have a deep understanding of Account Manager roles/responsibilities so as to be a good coach and leader (and jump in, as needed).
• Proven service delivery experience related to software and services.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Strong interpersonal skills and a collaborative management style.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization including C-suite and C-suite minus 1.
• Knowledge of risk management or proven ability to learn challenging new topics quickly.
• An entrepreneurial mindset (how do we automate, improve, transition).
• Excellent listening, negotiation, and presentation skills
• Strong interpersonal skills and a collaborative management style.
• Experience working with Health Plans (preferred).
• Ability to listen effectively to find the root cause of issues, manage any conflicts with customers and resolve issues.
• The ability to work cross-functionally in a matrix environment.

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices.
We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $170,000 - $210,000.
At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.