Sr. Director, Client Management

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary Of Position

The Senior Director, Client Management plays a critical role in building executive level relationships within the Employer book of business and is responsible for both strategic and functional oversight of the Client Management team. The Senior Director of Client Management will lead relationships with Product, Clinical, and client teams, as well as certain key Strategic/Large clients.

The Senior Director, Client Management understands the key principles of providing excellent client satisfaction, building partnerships, and leading a team of highly successful Client Executives, Client Managers, and possible administrative roles.

This position requires an individual who can balance client service and strategic influence, as well as mobilize and motivate Teladoc’s internal departments and resources to resolve issues. They will play the primary role in developing and supporting retention strategies, which include contract renewal and product expansion. Responsibilities also include identifying, influencing, supporting member communication strategies, including identification of client capabilities, and conveying the value Teladoc brings in terms of ROI, cost avoidance, population health management, and member wellness to employer clients.

Essential Duties And Responsibilities

Book of Business Management

• Work cross functionally to develop the internal strategy, positioning, and support for the employer team.
• Increase revenue annually through retention and upsell opportunities
• Oversee client strategy including marketing, technology, renewals, and product offerings
• Lead, coach, mentor and develop Client Managers/Executives so they can develop productive relationships with key decision makers, manage retention rate of at least 92% and meet all revenue or upsell goals

Relationship Management

• Cultivate and maintain positive relationships with key stakeholders
• Coordinates with sales to develop successful client hand off/management activities
• Coordinate client administrative details with Finance, Operations, Data Transfer, Legal, and IT
• Develop relationships with clients to support clients use for reference, speaker, and media requests
• Ability to successfully negotiate and close a deal
• Support key client sales and retention efforts
• Provide internal management information to assist in the updating of monthly forecasts and billing
• Develop and execute strategic plan, responsible for retention and revenue management
• Manage complex customers, demonstrating ability to leverage key decision makers and be seen as a needed partner to those clients
• Demonstrates strategic thinking with an entrepreneurial spirit
• Oversee all complex internal and external interactions related to the clients, ensuring the best interest of the client and Teladoc
• Continuous improvement thinking to improve processes, products, and client experience
• Perform client review calls and face-to-face meetings to review value creation, reporting, additional training needs, project status, outstanding issues, and opportunities to integrate additional Teladoc services
• Excellent communication including presentations, negotiations, and C-suite level engagement
• Use Salesforce database to log activities and sales opportunity management, and manage Client Management team to do so as well

Supervisory Responsibilities

Yes

Qualifications Expected For Position

• 10+ years successful project management experience, preferably in a healthcare environment.
• Excellent written and verbal communication skills
• 10+ years successful account management of large employees, preferably in a healthcare environment.
• Exceptional relationship building & problem-solving skills
• Master’s degree preferred
• Excellent organizational skills as well as close attention to detail required
• 10+ years successful team leadership, preferably in a healthcare environment.
• Proficiency in using electronic tools for gathering and storing client information

The base salary range for this position is $145,000 - $160,000. In addition to a base salary, this position is eligible for performance bonus, RSU’s, and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.