Client Success Director

Description

General Summary:

The Client Success Director (CSD) role is to achieve the strategic integration, maintenance, and growth of CareATC clients, and is responsible for managing client expectations by leading the delivery of client-facing materials, reports, and responses to customer and member operational inquiries. The CSD manages clients from implementation through renewal, including their strategic roadmap & upsell opportunities. The CSD navigates a collaborative working relationship with Leadership, Operations and Clinical to meet service delivery goals. The CSD is responsible for identifying new business opportunities leading to expanded market share to achieve objectives related to sales and growth.

Qualifications

Essential Job Responsibilities:

• Owns direct client relationship within designated area or region.
• Serves as the primary point of contact for the client, including escalations, Quarterly and Annual Business Reviews, and growth opportunities (as needed)
• Partners with Operations, Clinical and Ancillary counterparts to deliver on strategy and manage service delivery challenges; ensure client issues, when they arise, are dealt with in an efficient manner and that clients are satisfied their concerns are being addressed.
• Accountable for client retention and revenue growth through expansion of existing and new products/services.
• Consults with internal and external stakeholders to oversee the creation of client strategic roadmap, program design, communication strategy, wellness goals, and growth opportunities.
• Manages contract renewals, escalators, and PGs; accountable for execution of contract and pricing model.
• Works closely with the Implementation team on new client start-ups and new product implementations by ensuring comprehensive account plans are developed and updated on an ongoing basis with all current and relevant information concerning the client and the program. Maintain on-going knowledge of project status to identify potential client issues and/or opportunities.
• Communicate the client's goals and interests to the organization, including KPIs and PGs. Review and provide regular two-way communication between the client and company, to represent CareATC well and to set proper client expectations. Assume responsibility for business related client communications, and quality of client deliverables.
• Interact closely with client teams to gather, monitor and analyze performance data and return on investment analysis.
• Coordinates with client and serves as a strategic advisor for other wellness programs and insights.
• Advocates for client outcomes and supports wellness program designs with vendors.
• People Leadership (where applicable, depending upon area size & client complexity)
  • Mentors and coaches
  • Build and support a cohesive identity culture of belonging and inclusion in the CareATC community.
• Other Duties as assigned.

Minimum Qualifications:

Education:

• Bachelor’s degree in business administration, finance, management, or related field preferred.
• Professional certifications in personnel management, operations management, or data analysis preferred.

Experience:

• Customer service or account management experience required.
• Strong business background with budged and business plan development required.
• Customer data applications or CRM platforms (1-3 years preferred).
• Proven ability to develop innovative solutions.
• Superior negotiation skills in both internal and external settings.
• Masterful organization, communication, and, leadership skills, demonstrated by previous professional success.
• Strong working knowledge or data analysis and performance metrics using business management software.
• Strong leadership skills.

Salary $90,000 to $155,000