Senior Director, Client Service

3 weeks ago

Remote, Oregon, United States Bounteous Full time

We are seeking a Senior Director, Client Service to join our growing Health+ Business Unit. This team member genuinely believes everyone deserves access to quality health and human services, shares our passion for innovation in healthcare, and understands the role digital plays in defining the future of healthcare access, engagement, and outcomes.

The ideal candidate possesses experience partnering with clients across a variety of complex digital marketing and consumer experience initiatives, demonstrates success driving enterprise account growth as a strategic client partner, and clearly communicates at all levels, from executive leadership to project delivery teams. A consultative approach and strategic mindset are a must.

This role is responsible for partnering across a diverse Bounteous ecosystem of sales (growth), customer success (client service), program delivery, and practice teams to deliver best-in-class services; galvanize integrated multidisciplinary teams around the mission and strategic objectives of our clients; and demonstrate how the work we do drives our clients' business forward. The Senior Director, Client Service reports to the Vice President of Client Service and will largely be autonomous in managing a book of business.

Role and Responsibilities

  • Oversee strategic healthcare client accounts, comprising approximately $8-15MM in revenue
  • Develop and maintain strong and strategic client relationships; serve as a trusted advisor to executive leaders and senior stakeholders
  • Partner with client and internal teams to create creative, rich, relevant customer experiences that drive results
  • Intimately understand client brand and business; identify long term goals and key objectives; demonstrate how the work we do drives value
  • Guide strategy, experience design, analytics, and development teams from initiation through to completion
  • Promote Bounteous' integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional capabilities and offerings to grow the scope of business and establish long-term partnerships
  • Partner with internal business development, practice and BU leadership to drive growth across the client organization to new buyers and fields of play
  • Collaborate with practice and competency leaders to deliver best-in-class solutions
  • Develop and manage strategic account growth plans that leverage practice and BU leadership to establish relationships enterprise-wide, identify and mitigate threats, and uncover opportunities
  • Drive the decision-making process; participate in key planning milestones
  • Understand, articulate, and hold the full-range of client concerns; consistently score highly on quarterly client satisfaction surveys
  • Oversee Statement of Work and estimation for T&M and Fixed Price contracts, kickoff and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development
  • Understand the scope of programs as defined by business requirements and budget
  • Partner with Program Delivery to ensure work is delivered to client' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce
  • Serve as a financial steward for the client and Bounteous; fully understand revenue and margin management, leveraged team models (staffing vs. casting), and all levers to manage fiduciary accountability
  • Take a proactive approach to self-development; maintain industry knowledge and client intelligence; identify opportunities for professional growth, improvement, and enhancement

Preferred Qualifications

  • 12+ years of client service, consumer experience and digital marketing, or account management experience
  • 7+ years of relevant experience in the United States Health industry (B2B health organizations, payers and/or providers)
  • 5+ years of experience supporting clients or businesses leveraging digital marketing ecosystems such as Adobe (AEM, ACS, Analytics, Target, RTCDP, AJO, CJA, etc.), ABM tools (DemandBase, 6sense, etc.), Salesforce (Sales Cloud, Marketing Cloud, Data Cloud, etc.) and/or analytics platforms (Adobe Analytics, Snowflake, PowerBI, other BI tools). Other platform ecosystems (i.e. Drupal) a plus
  • Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business. Management Consulting experience is a big plus
  • Proven ability to manage enterprise programs in an ever-changing environment
  • Experience running programs with both fully designated and partially allocated team models
  • Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships
  • Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership
  • Excellent verbal and written communication skills; a great storyteller who can utilize structured arcs of communication with data, value propositions, and visualizations
  • Strong conflict resolution and negotiation skills, the ability to instill calm in others
  • Experience leading and operating in a matrixed organization; a balanced approach of casting a vision and empowering teams while maintaining accountability to ensure success
  • Experience supporting technology, energy, public sector, and/or education clients a plus
  • BA/BS degree or equivalent consulting agency experience preferred

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