Director, Client Outcomes

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

📋 Description

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

• Take ownership of the financial well-being, retention, and strategic growth of the designated portfolio.

• Connect overarching business objectives with the effective technical implementation of Smile’s health data platforms.

• Facilitate discussions and resolve operational challenges and client relationship issues.

• Escalate and report intricate issues as needed.

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

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

• Oversee contract-inclusive support against new scope and initiate Change Orders when necessary.

• Work in collaboration with Customer Success to manage billable hours and avoid over-servicing.

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

• Discover cross-selling and upselling opportunities.

• Lead contract renewals while maintaining a high Net Promoter Score (NPS) across the payer sector.

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

• Ensure solutions remain relevant to the market and provide field intelligence for product development.

• Monitor industry and market trends to enhance client discussions and inform product innovation.

⛳️ Requirements

• Over 8 years of experience in account management, product management, or equivalent roles involving Payers (Health Plans).

• A minimum of 1 year of experience in people leadership or management is preferred.

• Post-secondary education in Business or a related field, or equivalent relevant work experience.

• Outstanding verbal and written communication skills.

• Proven experience in translating technical concepts for non-technical audiences.

• Demonstrated capability to forge strong relationships with Clients, vendors, and cross-functional teams.

• Ability to drive results independently while evaluating complex issues and escalating as necessary.

• Understanding of regulatory bodies like CMS and their impact on Payer organizations.

• Functional knowledge of healthcare interoperability and FHIR standards.

• Experience leading Executive Business Reviews (QBRs) focused on delivering strategic business value.

🏝️ Benefits

• Remote Work Environment.

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

• Competitive Salary and Health/Medical Benefits.

• RRSP/TFSA/401K Employee Contributions.

• Life and Disability Insurance.

• Employee Assistance Program.

• FHIR Study Program and Skillsoft Learning Opportunities.

• Super HAPI Fun Club.

• Workplace accommodations available during interviews or while working.

• Commitment to diversity, equity, and inclusion.