Director, Client Success

📋 Description

• Oversee the comprehensive management and service delivery for designated customers and projects, ensuring customer satisfaction and achieving financial results.

• Manage the complete project life cycle, including Initiation, Planning, Execution, and Closure.

• Develop a relational network within assigned accounts.

• Lead cross-functional client-related projects across multiple departments.

• May provide mentorship and training to fellow Client Success Managers and team members.

• Utilize relational networks within assigned accounts to uncover opportunities for expanding Performant’s service offerings.

• Collaborate with sales executives to define opportunities and facilitate sales discussions with clients.

• Assist in defining service offerings for potential accounts as well as for the assigned account base.

• Share responsibility for achieving account financial objectives.

• Track forecasting and growth strategies for assigned accounts.

• Recognize opportunities to enhance efficiencies in processes, systems, and tools utilized for delivering client services.

• Comprehend customer needs and effectively manage their expectations.

• Address escalated problem-solving and issue resolution tasks.

• Hold accountability for resolving complex or escalated billing issues.

• Monitor overall account health and ensure client satisfaction.

• Direct and oversee the work of one or more Client Success Managers and/or Delivery Specialists.

• Establish clear expectations in alignment with company and account strategy.

⛳️ Requirements

• At least 7 years of experience in a corporate or healthcare management setting, with prior direct responsibility for managing large, national health plan payer accounts.

• A minimum of 7 years of experience overseeing payment integrity audit programs for large, national health plan payer accounts.

• No less than 7 years of experience in leading and directing extensive cross-functional projects and programs.

• Bachelor’s degree in business, finance, management, or a related field, or an equivalent combination of education and experience is preferred.

• Certification as a coder, registered nurse, healthcare management, or other medical field qualifications for healthcare account-focused roles is preferred.

🏝️ Benefits

• Work from anywhere in the US! Machinify is digital-first.

• Top-tier Medical/Dental/Vision benefits.

• FSA/HSA options available.

• Tuition reimbursement program.

• Competitive salary with a 401(k) plan that includes company matching.

• Additional health, wellness benefits, and perks.

• Flexible and trusting work environment that empowers you to deliver your best performance.