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Director, Client Success

Collective Health

Collective Health

Customer Service
San Francisco, CA, USA · Lehi, UT, USA · Plano, TX, USA · Remote
Posted on Saturday, June 15, 2024

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.

As a Director at Collective Health, you’ll be a key member of the Client Success team where you’ll be instrumental in building strong partnerships with our clients that will lead to long lasting relationships. You'll join an incredible team of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems.

Working directly with our Strategic Account Executives, we’ll count on you to collaborate with internal leadership and external stakeholders to drive a great employer experience.

If this sounds like you, we'd love to talk!

What you'll do:

  • Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts.
  • De-escalate and resolve complex client situations both internally and externally ● Work cross functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy and reporting strategy
  • Manage a disciplined account engagement process that revolves around building enduring relationships with clients. You will be responsible for net revenue retention goals for a market segment of our clients.
  • Serve as a people manager, supporting your direct reports to drive engagement and high performance in client service
  • Lead client teams as an Account Director on key strategic accounts
  • Lead Key broker and consultant relationships helping to craft product offerings that work for our shared book of business
  • Articulate a consistent delivery of Collective Health's differentiated value proposition as well as own responsibility to tell the Collective Health story with minimal reliance upon subject matter experts
  • Influence internal teams’ work and roadmaps by articulating market feedback and client experience considerations
  • Demonstrate data-driven solutions-based orientation to drive results for our customers and for Collective Health
  • Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service
  • Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
  • Exemplify internal and external leadership
  • Promote culture of learning and continuous improvement
  • Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services

To be successful in this role, you'll need:

  • Deep knowledge of healthcare/managed care business; to include most or all of the following: Self-insured medical, dental and pharmacy product knowledge, underwriting, risk and financial analysis skills, marketing processes, sales practices, account management and knowledge of administrative operations.
  • Customer focus-ability to exceed customer expectations with a strong focus on customer delivery and thinking in new and innovative ways.
  • Successful track record and clear aptitude as a leader, administrator, manager, negotiator, and salesperson.
  • Strong persuasion skills and effective communicator; excellent relationship-building skills.
  • Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work.
  • Demonstrated ability to develop strong working relationships with matrix partners in the organization.
  • Customer focus - ability to meet customer expectations and act with a strong focus on how to deliver.
  • Effective speaking and communication skills; demonstrated presentation skills.

Pay Transparency Statement

This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA. #LI-Remote

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

San Francisco, CA Pay Range
$189,000$237,000 USD
Lehi, UT Pay Range
$151,000$188,500 USD
Remote Pay Range
$189,000$237,000 USD
Plano, TX Pay Range
$166,000$207,500 USD

About Collective Health

Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact recruiting-accommodations@collectivehealth.com.

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