Senior Director, Client Success Executive

Company Overview

The Enlyte Family of Businesses

Mitchell | Genex | Coventry

Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth.

Strategically focused and value driven, responsible for the overall management of the internal client relationship including customer satisfaction, communication and delivery of strategic and tactical initiatives improving operational and financial results. Plans and oversees enterprise-level support and service activities for products and services for a designated client or group of clients. Serves as the primary management contact and internal client liaison during delivery of Global Business Service (GBS) offerings - internal or outsourced. Works with delivery teams to execute contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

Responsible for growing the client relationship by identifying new business opportunities driving GBS services deeper into existing functional areas in order to deliver business value. Develops client relationships and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to improve quality, reduce client cycle-times and reduce costs. Ensures quality service and operational performance within the parameters of program and delivery standards. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

Responsibilities:

• Conduct regular business reviews with internal clients, analyzing data and providing insights and recommendations to optimize their business performance.
• Gather senior stakeholder feedback on performance to ensure GBS meets expectations and operates at high levels of customer satisfaction.
• Provide transparency for solution options, timelines, and costs to Executive and Operational Leadership
• Serves as the primary management contact and internal client liaison during delivery of GBS services - internal or outsourced.
• Plan, manage and successfully lead presentations and face to face meetings with key customer stakeholders including C-suite audiences.
• Partner as a consultant to Enlyte’s businesses for Continuous Improvement, Transformation and Innovation initiatives
• Establish credibility & build trusted relationships w/senior leadership, role modelling GBS commitment to customer service, delivery excellence & operational efficiency.
• Serve as the point of escalation for customer issues; ensure all concerns are addressed quickly, thoroughly, and successfully.
• Collaborate with internal and external teams to manage a strategic and tactical plan to achieve the client’s GBS strategy and roadmap.
• Translate business requirements into recommended technology & operational solutions.
• Develop business cases for major programs and transformation initiatives.
• Gatekeeper to ensure solutions are either strategic or profitable.
• Accountable for adoption of GBS service delivery
• Actively partner with Professional Services team in creation of project implementation scope and objectives, involving all relevant stakeholders.
• Work with Strategic Sourcing and cross-functional team on Request for Proposals and participate in new opportunities to drive value to our businesses.
• Develop and execute joint strategic business plans, ensuring alignment with client business goals and objectives.
• Accountable for program deliverables and transition stabilization
• Manage project portfolio & execution governance.
• Work to grow the client relationship by identifying new business opportunities - GBS services deeper into existing functional services and expansion.
• Drive Service Management and Operational Governance of all GBS services with business owners, own performance scorecards on behalf of GBS.

Qualifications

• Clear ability to think strategically and execute methodically through an entire project and client lifecycle.
• Strong evidence of the ability to expand strategic vision with executive decision-makers.
• Good communication skills
• Drive & resilience
• Prior experience working in a shared service or global business services organization.
• Experience working with executive/senior level executives.
• Demonstration of a strong technical aptitude: evidence of curiosity around new technologies and eagerness to learn.
• Delivery experience in Finance, Procurement, IT and other back/mid office areas
• Delivery experience in healthcare, clinical, medical bill review or property and casualty industry
• Bachelor’s degree or equivalent
• Account management experience in BPO / services industry
• Property and Casualty Insurance industry experience preferred.
• Demonstrable experience in leading customer relationship management at a global level
• Lean / Six sigma experience or qualification or equivalent an asset.
• 10-15 years of relevant experiences
• Commercial acumen
• Service management experience
• Exceptional problem-solving skills with the ability to work in a rapidly changing environment and comfortable working through ambiguous situations.
• Demonstrated ability to develop authentic relationships and conduct substantive content discussions with key decision-makers.
• Experience working with resources across multiple countries and time zones.

Benefits

We’re committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. Compensation depends on the applicable US geographic market. The expected base pay for this position ranges from $158,000 - $175,000 annually, and will be based on a number of additional factors including skills, experience, and education. This position is also eligible for the management incentive bonus and equity. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living. Benefits eligibility may differ depending on full-time or part-time status. The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability. Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.