Senior Director of Client Success

7 days ago


San Francisco, California, United States Collective Health Full time

{"h1": "Senior Director of Client Success", "h2": "Lead Client Success Organization", "p": "As a Senior Director of Client Success, you will lead the Client Success organization, including Directors and Strategic Account Executives, to drive engagement and high performance in client service as they manage annual renewals and upsell products. You will be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts. Your team will be prepared to deliver results as we scale the business to double in size every year or two. You will evaluate existing client success operations and drive improvements to processes, metrics, and performance. You will inspire and mentor a team of Client Success members, including the hiring and retention of top talent, while continuing to grow an existing customer success organization. You will deploy and oversee disciplined client management strategies across the entire customer base, revolving around building enduring relationships with clients. You will partner with Sales Leadership to develop strategies and goals around upsells and renewals, resulting in a positive impact on customer lifetime value. You will exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded. You will lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service. You will de-escalate and resolve complex client situations both internally and externally. You will work cross-functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy, and reporting strategy. You will provide feedback to product, member services, and marketing teams for continuous improvement of the company's products and service offerings. You will promote a culture of learning and continuous improvement. You will champion perpetual change within Collective Health, ensuring that we anticipate market trends and offer industry-leading products and services.", "h3": "Requirements", "ul": [{"li": "15+ years in account management/client success (10 years of leadership experience)"}, {"li": "Strong knowledge of healthcare administration, benefits, insurance, technology, or related domains."}, {"li": "Comprehensive expertise in product positioning, sales, and integrations."}, {"li": "Experience and proven success in scaling client success organizations."}, {"li": "Proven customer experience management across stakeholders."}, {"li": "Lead the organization in leveraging data analysis to drive strategic decisions, fostering a culture of excellence across teams."}, {"li": "Strong leadership, strategic thinking, and problem-solving skills."}, {"li": "Experience with benefits consultants and health benefits ecosystem."}, {"li": "Excellent communication and relationship-building skills."}, {"li": "Ability to thrive in a collaborative, startup environment."}, {"li": "Passion for changing healthcare."}]}



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