What are the responsibilities and job description for the VP, Client Success position at Twill?
About the Role
We're hiring a talented VP, Client Success to be the primary relationship manager responsible for optimizing Happify's client experience. You will build and deploy a deep understanding of partner strategy, program results and progress, and strong relationships within partner organizations. You will identify and deliver on opportunities to expand the partnership to new cohorts/populations, products and services.
Happify Health has offices in New York and Massachusetts, but this role welcomes remote candidates. #LI-Remote
Responsibilities
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Build expertise on partner companies, including organization/leadership, strategies, financials, and priorities. Surface key trends and insights back to our cross-functional teams along with recommendations for action.
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Create and cascade inter-company communications, developing purposeful agendas, managing key client meetings (monthly, quarterly) and documenting key discussion points and decisions.
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Monitor and manage ongoing client success metrics including user activation, usage, retention, marketing execution, service level agreements and other commitments.
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Develop data-driven playbooks that drive client results and inform product roadmap.
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Counsel team members on strategy and approach to engaging in interactions with our partners towards successful outcomes.
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Liaise with cross-functional teams to ensure that key contract terms are executed appropriately.
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Collaborate with the client to deploy strategies for product adoption and will measure results; and engage internal resources to assist clients as appropriate.
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Identify marketing, communication and referral touch points within clients' organization and benefits ecosystem to streamline user experience and value.
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Proactively manage contract renewals and expansions.
Qualifications
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15 years of experience in a role relevant to client success with increasing levels of responsibility. Digital health experience is a plus.
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Servicing &/or consulting in the healthcare market (e.g. Pharma, Employer, or Health Plan) is required.
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Strong client consulting/advisory skills - translate information into clear, impactful client communications (presentations, proposals, etc)
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Demonstrated success with increased levels of responsibility in a role focused on alliance management, program management, or business development.
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Experience building and effectively managing relationships at pharmaceutical companies, employers and health plans, digital therapeutic, or other companies in related fields.
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Proven creative problem-solving ability to identify, prioritize and resolve key project and partner issues.
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Proven ability to think outside of the box to reach business development goals.
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Fluency with digital applications and tools with the ability to quickly learn our full platform.
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Expert project management and detail orientation to drive successful long-term program success.
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Ability to thrive in a fast-paced, technical, and mission-focused environment.