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Executive Leader, Customer Success and Operations

2 months ago

Lehi, Utah, United States Collective Health Full time
Job Summary

We are seeking a seasoned executive to lead our Client Success organization, driving engagement and high performance in client service as they manage annual renewals and upsell products. The ideal candidate will be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts.

Key Responsibilities
  • Lead Client Success Organization: Oversee the Client Success team, including Directors and Strategic Account Executives, to drive engagement and high performance in client service.
  • Strategic Relationship Management: Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts.
  • Process Improvement: Evaluate existing client success operations and drive improvements to processes, metrics, and performance.
  • Team Development: Inspire and mentor a team of Client Success members, including the hiring and retention of top talent.
  • Client Management: Deploy and oversee disciplined client management strategies across the entire customer base, focusing on building enduring relationships with clients.
  • Upsell and Renewal Strategies: Partner with Sales Leadership to develop strategies and goals around upsells and renewals, resulting in a positive impact on customer lifetime value.
  • Results-Driven: Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded.
  • Account Team Activities: Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service.
  • Complex Situation Resolution: De-escalate and resolve complex client situations both internally and externally.
  • Cross-Functional Collaboration: Work cross-functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects.
  • Feedback and Continuous Improvement: Provide feedback to product, member services, and marketing teams for continuous improvement of the company's products and service offerings.
  • Culture of Learning: Promote a culture of learning and continuous improvement.
  • Champion of Change: Champion perpetual change within Collective Health, ensuring that we anticipate market trends and offer industry-leading products and services.
Requirements
  • Leadership Experience: 15+ years in account management/client success, with 10 years of leadership experience.
  • Domain Expertise: Strong knowledge of healthcare administration, benefits, insurance, technology, or related domains.
  • Product Positioning: Comprehensive expertise in product positioning, sales, and integrations.
  • Scaling Client Success: Experience and proven success in scaling client success organizations.
  • Customer Experience Management: Proven customer experience management across stakeholders.
  • Data-Driven Decision Making: Lead the organization in leveraging data analysis to drive strategic decisions, fostering a culture of excellence across teams.
  • Leadership and Problem-Solving Skills: Strong leadership, strategic thinking, and problem-solving skills.
  • Benefits Ecosystem: Experience with benefits consultants and health benefits ecosystem.
  • Communication and Relationship-Building Skills: Excellent communication and relationship-building skills.
  • Collaborative Environment: Ability to thrive in a collaborative, startup environment.
  • Passion for Changing Healthcare: Passion for changing healthcare.