Director, Client Outcomes

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee business solutions for Smile Digital Health’s key US Health Insurance clients.

• Manage the financial performance, client retention, and strategic growth of the designated portfolio.

• Connect high-level business objectives with the successful technical implementation of Smile’s health data platforms.

• Facilitate discussions and address operational challenges and client relationship issues; escalate or report complex matters as necessary.

• Conduct regular strategic reviews aligning technical delivery with client business outcomes.

• Establish relationships with client business leaders in Claims, Quality, and Member Experience.

• Supervise contract-inclusive support against new scope and validate Change Orders to safeguard profit and loss.

• Collaborate with Customer Success to manage billable hours and avoid over-servicing.

• Work with Sales to identify and qualify opportunities for expansion.

• Recognize cross-selling and upselling prospects; lead contract renewals while maintaining a high NPS across the payer sector.

• Report on and analyze client status and account health for leadership.

• Ensure solutions are market-fit and gather field intelligence for product evolution.

• Track industry and market trends to facilitate client discussions and inform product development.

⛳️ Requirements

• Over 8 years of experience in account management, product management, or equivalent experience working with or for Payers (Health Plans).

• At least 1 year of experience in people leadership or management, preferred.

• A post-secondary degree in Business or a related field and/or equivalent relevant work experience.

• Outstanding verbal and written communication skills, with experience in translating technical topics for non-technical audiences.

• Proven ability to cultivate strong relationships with clients, vendors, and cross-functional teams.

• Capacity to drive results independently and demonstrate competency in assessing complex issues and escalating as needed.

• Familiarity with regulatory bodies such as CMS and their impact on Payer organizations.

• Practical knowledge of healthcare interoperability and FHIR standards.

• Experience leading Executive Business Reviews (QBRs) that extend beyond technical updates to emphasize strategic business value.

🏝️ Benefits

• Remote Work Environment.

• Flexible Time Away From Work Policy including PTO, Personal, and Sick Days.

• Competitive Salary and Health/Medical Benefits.

• RRSP/TFSA/401K Employee Contribution.

• Life and Disability coverage.

• Employee Assistance Program.

• FHIR Study Program and Skillsoft Learning.

• Super HAPI Fun Club.

• Workplace values diversity, equity, and inclusion.

• Interview and workplace accommodations available.