Sr. Director, Client Services

JOB TITLE: Sr. Director, Client Services

DEPARTMENT: Client Services

REPORTS TO: Client Success Officer

TYPE: Full Time, Exempt

LOCATION: Remote

Compensation: (135,000-150,000)

ROLE SUMMARY:

The Sr. Director, Client Services serves as a strategic leader to the Client Services department, supporting the Account Management staff to successfully grow and retain clients, through effective client relationship management. This role will lead Client Services staff by overseeing the establishment of vision and direction for each client member engagement program and ensure the effective leverage of the company product/service offerings of the company, to meet client goals. Partner with the Client Services team to identify upsell/cross sell opportunities and develop a strategy/plan to capture the revenue. Manage client satisfaction across various accounts by providing resources and support mechanisms and ensuring issues/risk are appropriately managed. This role will also partner cross functionally to help drive innovation and meet client needs.

WHAT YOU WILL DO:

• Partner with Sr. Director(s) Client Success, to ensure appropriate alignment, planning and timelines.
• Partner with Growth team to present solutions during prospective client meetings.
• Oversee the Business Review process and support the Account Managers with guiding content for quarterly/bi-annual/annual reviews with assigned clients demonstrating progress, success, and areas to target for improvement and enhancement – focus on the 3 client success pillars.
• Oversee client training program on client facing tools, reporting, and other client consumed material.
• Assist the Growth team with prospective client sales support; collaborates to drive sales success.
• Inform growth and marketing activities to reflect customer trends, market fluctuations and changes in business practices/technology; package the data analytics to support each business case.
• Assist in deploying resources to support business needs when applicable.
• Guide team on individualized client business strategy, helping sell solutions across the company solution portfolio.
• Monitor and oversee account performance analytics, identify performance and growth opportunities.
• Lead assigned Client Services team members to meet Client Success pillars of revenue growth, client retention, and client strategy.
• Prepare and present internally our strategies for new features based on client experiences and collaborate with Product team to provide guidance that impacts product portfolio direction.
• Develop and lead strategic business relationships with key decision makers at existing clients.
• Oversee client relationship management for assigned Healthmine clients including ensuring all elements of the statement of work from implementation to reporting are met to the customers satisfaction, accountable for ensuring issues/risks are identified and escalated appropriately through internal channels.
• Act as the liaison between customer and internal operations, product, development and finance.
• Support Department Head with establishing strategic direction for assigned Healthmine accounts by understanding the current need in the market, establishing and articulating account growth and defining client satisfaction goals in relation to client expectations.

WHAT YOU NEED:

• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Bachelor’s degree required
• Aptitude for data analysis and performing trend analyses
• Ability to work and thrive in a team environment, focused on achieving results
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Ability to effectively and efficiently collaboration between external clients and internal stakeholders
• 12+ years of relevant experience, including managing several clients and leading teams, preferably in the health/wellness space

WHAT WE PROVIDE:

• 18 PTO days and 16 Paid Holidays.
• 401(k) with match and 100% vested on first day of contribution.
• Competitive base salaries, full benefits (medical, dental, vision), and company paid STD/LTD benefits.
• Generous Universal Parental Leave.
• 100% remote work with semi-flexible schedules.

About Healthmine:

Healthmine is a technology-enabled member engagement and rewards company. We build personalized, ongoing engagement strategies for health plans that drive healthy action through incentives and rewards, enhance member experience, and improve outcomes.

Healthmine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Healthmine will provide reasonable accommodations for qualified individuals with disabilities.