Director – Care Navigation Client Success

Director – Care Navigation Client Success

Requirements

• 5+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations
• Minimum 4+ years of experience in the healthcare, health tech, or benefits industry
• Bachelor’s Degree required
• Experience leading and developing teams working with complex products
• Operational excellence and the ability to work cross-functionally
• Has had primary ownership in strategic account relationships for a sustained period
• Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical/nuanced information in an accessible and understandable manner
• Ability to juggle several high-priority initiatives at once and continuously reprioritize to ensure the most impactful work is accomplished
• Relationship-oriented, with a high degree of comfort managing external stakeholders
• Adept at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations
• Comfortable with ambiguity and motivated to solve complex problems with a creative, can-do mindset
• Bias towards action
• Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM)

Responsibilities

• Lead a team of high-performing Client Success Managers
• Evolve the current client segmentation and service model for a scaling organization and manage team capacity and staffing
• Drive and operationalize client renewal, growth (upsell / cross-sell), and retention strategies
• Build process playbooks, tools, and templates to ensure the consistency and scalability of team execution
• Partner cross-functionally to introduce new processes that optimize internal resources, improve service quality, and enable higher volume output
• Lead strategic account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans
• Drive team accountability in meeting client deadlines and delivering on key initiatives, such as churn mitigation and member activation
• Build long-term strategic client partnerships focused on driving significant ROI that results in expanded relationships over time
• Deepen client feedback and data-gathering to develop strategies to address gap areas
• Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc., on strategic initiatives and client requests, including influencing the roadmap for customizations and negotiating internally to drive prioritization of client-facing initiatives
• Manage all facets of CS team member onboarding, training, and growth/development
• Oversee executive-level client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts
• Support the annual planning process for CS team, including developing goal and KPI targets
• Travel to important client meetings (e.g., kickoffs) and broker / TPA meetings as relevant

Preferred Qualifications

• Relationship-oriented
• Operationally adept
• Outcomes-minded
• Poised under pressure
• Willing to get hands-on to ensure we not only meet but exceed client expectations