Sr. Director, Client Success

2 weeks ago

Oakland, United States Integrated Healthcare Association Full time

About the Job:

The Senior Director, Client Success & Operations will support the launch of a large-scale, state-wide provider directory product for all health plans and providers in California. Reporting to the Vice-President, Symphony General Manager, this position will lead and mentor a high-performing team focused on delivering an exceptional client experience. The ideal candidate will have a strategic mindset, and be a credible leader who is passionate about maximizing client relationships, retention, and growth opportunities, with a strong background in client management, operations, growth, and orchestrating client delivery. This position focuses on a fine balance between operational and client-facing emphases, enabling the growth of the Symphony Program, while managing day-to-day client operations. Strong organizational and analytical skills are a must in this role. You should be able to identify and resolve problems quickly and design appropriate solutions while maintaining deadlines. Being able to make sound business decisions based not only on data and statistics but overall impact and client satisfaction is imperative.


This is a high-impact role that will make a meaningful difference within the healthcare industry. This role offers a unique opportunity to work with thought leaders across California and be a part of a smart, hard-working, fun team that is leading a big, challenging project that can move the needle on a key healthcare industry pain point.


Core Job Duties and Responsibilities:

Leadership and Team Management:

Lead the overall Client Success & Operations function, including developing and implementing Client Success strategies to ensure exceptional client satisfaction.

Lead a high-performing team and provide strategic direction, guidance, support, and mentorship, to foster a collaborative culture.

Responsible for the management of external Stakeholder engagement and other strategic partnerships.

Strategy:

Define the overall vision and strategy for the Client Success & Operations function, implement, and maintain the end-to-end strategy and execution of all client success operations and deliverables.

Establish and monitor key performance indicators to track key client metrics, including engagement, adoption, and other measurements of client success/value and monitor performance against these metrics.

Develop a culture of best-in-class client experience with a strong emphasis on providing proactive support that identifies potential problems before they affect clients through direct interactions with vendor partners and clients to resolve open issues.

Client Relationship Management:

Develop and maintain strong relationships with key internal and external stakeholders including; vendor partners, clients, and others.

Effectively and efficiently manage day-to-day issues or mitigate any escalations.

Serve as a trusted advisor by developing a collaborative and mutually accountable relationship.

Retention and Growth:

Develop communication strategies to support client health-checks. Prepare and educate clients on new features and releases. Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.

Lead planning and execution of current client re-contracting and negotiations.

Operational Excellence:

Deliver operational excellence and implement change initiatives to improve processes, systems, and overall client success delivery in collaboration with vendor partners.

Collaborate with cross-functional teams and vendor partners to support sales pipeline, develop innovative solutions, and navigate strategic/complex clients to achieve success.

Continuously assess and refine operational workflows to drive scalability and maintain high standards of service delivery.

Metrics & Reporting:

Provide a deeper use of data analytics, and shift the operating approach to being more proactive in managing the client relationship lifecycle.

Establish a system for monitoring and identifying adoption and utilization trends, including clients at risk, client advocates, and provide recommendations.

Develop and present regular reports on team performance, client satisfaction (VOC), and key operational metrics to Program Leadership.

Industry Expertise and Thought Leadership:

Act as senior advisor to IHA Senior Management Team on Client Success delivery strategies and initiatives.

Serve as the subject matter expert, providing insights on how the Symphony Provider Directory can address specific industry challenges and improve outcomes.

Stay up-to-date with industry trends and advancements to improve and enhance client success delivery continuously.


Qualifications:

10+ years’ progressive experience in client success, account management, sales or business development roles.

Bachelor’s degree in business or related field, advanced degree preferred.

  • A strong track record of success in formulating and deploying strategic client success initiatives.
  • A deep understanding of the California Healthcare industry.
  • Proven ability to develop and nurture effective long-term relationships with clients, prospects, and stakeholders at all levels, able to build trust.
  • Excellent leadership skills with the ability to take initiative, influence others, and drive successful outcomes.
  • The ability to effectively manage and mentor a high-performance team.
  • Solid ability to collaborate with individual contributors and business leaders to define business process issues, analyze operational efficiencies, implement creative solutions, and measure delivery results.
  • Strong sense of ownership of client issues, managing the resolution, rather than identification.
  • A proficiency in designing and measuring performance metrics.
  • The ability to effectively identify and analyze problems and find and implement the best solutions.
  • Skilled in Microsoft operating system.
  • Strong organizational and project management skills.
  • Ability to remain calm and clear-minded in a vital company role that directly impacts revenue and Client satisfaction.
  • Ability to navigate complex policy, process, and organizational dynamics comfortably.


Benefits:

  • Competitive salary
  • Primarily remote work with access to our Lake Merritt office in Downtown Oakland
  • Subsidized gym membership
  • ClassPass
  • 401K contribution
  • 20 paid days off a year to start + 19 holidays
  • Employee Development Programs
  • LinkedIn Learning, subsidized conference attendance and leadership development courses
  • Medical, dental, and vision
  • Mental health support services with Optum Counselors 24/7 (Online Therapy) – Talkspace and access to meditations apps such as Calm
  • Flexible Spending Account

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