Vice President of Client Engagement

1 week ago

New York, New York, United States Maven Clinic Full time
Job Overview

Maven Clinic, the leading virtual healthcare provider for women and families, is dedicated to transforming healthcare accessibility. Our comprehensive digital solutions offer clinical, emotional, and financial support across various life stages, including fertility, maternity, parenting, and menopause. Recognized for our innovative approach, we have garnered numerous accolades, including being listed among TIME's 100 Most Influential Companies.

Role Summary: We are seeking a seasoned Vice President of Client Engagement to lead our Direct Employer team. Reporting to the Senior Vice President of Client Services, you will guide a high-performing team focused on delivering exceptional service. Your role will involve assessing our staffing model, inspiring the team to meet growth objectives, and identifying opportunities for efficiency as we expand. This position requires a proactive leader who can navigate complexities and cultivate strong relationships with clients and internal teams.

Key Responsibilities:

  • Leadership and Team Development: Inspire and mentor a dynamic team, promoting a culture of excellence, collaboration, and continuous improvement.
  • Business Performance Management: Oversee the performance of our global client portfolio, focusing on enrollments, retention, upselling, and client advocacy.
  • Metrics and Reporting: Establish operational metrics, conduct regular business reviews, and maintain a rigorous approach to KPIs.
  • Client Insights: Collect and analyze client feedback to identify trends, enhance processes, and advocate for client priorities with senior leadership.
  • Customer Lifecycle Optimization: Utilize data analytics to manage resources effectively, refine client segmentation strategies, and ensure operational efficiency.
  • Issue Resolution: Collaborate with cross-functional teams to resolve client escalations swiftly, demonstrating our commitment to client satisfaction.
  • Strategic Advisory Role: Build and maintain relationships with key stakeholders, executing a comprehensive engagement strategy.
  • Growth Strategy Leadership: Represent client success in new business initiatives, fostering relationships with key decision-makers and identifying trends to drive new client acquisition.

Qualifications:

  • 15+ years of experience in account management or client services within digital health, healthcare, benefits, or SaaS sectors.
  • Proven track record in managing teams, with strong skills in mentoring, hiring, and training.
  • Experience as a strategic advisor for large, multinational accounts, demonstrating high client satisfaction and retention.
  • Ability to work collaboratively across various functions.
  • Strong problem-solving skills, capable of navigating complex situations to find effective solutions.
  • Excellent communication skills, both verbal and written, with the ability to influence stakeholders.
  • Strong analytical capabilities, with a knack for interpreting data and presenting insights to clients.
  • Experience managing the complete customer success lifecycle post-sales.
  • Willingness to travel for essential client and internal meetings.

Preferred Qualifications:

  • Experience in digital health or family health sectors is advantageous.
  • Background in supporting health benefit programs for employers or payers is a plus.
  • Familiarity with Salesforce, Looker, Asana, and Microsoft Office Suite.

Compensation and Benefits:

We offer a competitive salary range, along with a bonus program, stock options, and comprehensive benefits. Our commitment to diversity ensures that all qualified applicants are considered without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Workplace Culture: At Maven, we prioritize a supportive and inclusive workplace. Our benefits include access to our platform for personal health needs, wellness partnerships, generous parental leave, professional development stipends, and 401K matching for eligible employees.

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