Director, Client Success

The Director, Client Success role is responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. Manage full range of project life cycle (Initiate, Plan, Execute, Close).

Key Responsibilities

Relationships and Collaboration:

• Build relational network within assigned accounts
• Leads cross functional client-related projects across various departments
• May mentor and train other Client Success Managers and team members

Sales and Marketing:

• Leverage relational network within assigned accounts to identify opportunities to expand Machinify’s services footprint
• Partner with sales executives to scope opportunity and develop sales discussions with the clients
• Supports building definition of offerings for potential accounts as well as assigned account base
• Shared responsibility for account financial targets
• Monitors forecasting and growth plans for assigned accounts

Solution Delivery and Client Satisfaction:

• Responsible for delivery of results according to scope of existing contract
• Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
• Understands customer needs and appropriately manages customer expectations
• Takes initiative for recommendation and action to mitigate risks
• Review and input to reporting and analytics for assigned accounts
• Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
• Handles escalated problem solving and issue resolution
• Has accountability for resolution of complex or escalated billing issues
• Monitor overall account health and client satisfaction

Team Management:

• Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists
• Sets clear expectations aligned with company and account strategy
• Provides coaching, feedback and holds accountability for results and behaviors
• Serves as positive role model and leads by example in alignment with company mission, vision, and values
• Other duties and responsibilities as assigned

 

Knowledge, Skills and Abilities Needed

• Requires exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
• Ability to deal well with ambiguity. Can effectively shift focus and priorities comfortably, can decide and act without having the total picture, comfortable handling risk and adversity.
• Applies excellent interpersonal skills both in one-on-one situations and in larger group meetings.
• Proven ability to work independently and in cross-functional teams, with customers and key stakeholders through collaboration, adapting and consulting.
• Possess ability to work in team environment where collaboration and the knowledge transfer process are critical for success.
• Ability to build strong relationships both internal and external to the organization
• Exercises excellent judgment and possesses a keen attention to detail
• Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
• Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
• Ability to make good decisions and perform work independently to drive results given direction in the form of assigned goals objectives.
• Demonstrated ability to provide excellent service to diverse clients and maintain positive attitude in fast paced, dynamic environment
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Acts with confidence and achieves results
• Builds credibility and trust
• Mind-set of continuous improvement and adapts quickly to change
• Strong computer application skills (Microsoft office suite, and others)
• Experience in managing multiple complex projects and programs with cross matrix teams
• Strong process, project and program management skills
• Strong management skills in coaching, mentoring and training

 

Required and Preferred Qualifications

• Minimum 7 years of experience in corporate or healthcare management environment with prior direct responsibility of managing national or regional health plan payer accounts
• Minimum 7 years of experience managing payment integrity audit programs for national or regional health plan payer accounts
• Bachelor’s degree in business, finance, management, or related field, or equivalent combination of education and experience preferred