Senior Director, Client Success

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Act as the main strategic relationship owner and trusted advisor for designated clients

• Create and implement strategic account plans aimed at client health, executive alignment, retention, utilization, growth, and long-term partnership goals

• Establish reliable relationships with senior and executive client stakeholders, identifying decision-makers, influencers, and opportunities

• Comprehend client business objectives, benefit strategies, population health priorities, member engagement requirements, and success metrics

• Own the narrative regarding client health and identify risks related to relationships, performance, finances, contracts, utilization, and renewals

• Drive renewal and revenue retention strategies in collaboration with Sales, Finance, Legal, Account Management, and other relevant stakeholders

• Discover expansion opportunities by leveraging additional MDLIVE solutions, enhancing adoption, and optimizing utilization

• Convert operational, clinical, financial, utilization, and engagement data into executive-level insights and recommendations

• Facilitate Quarterly Business Reviews, Annual Strategic Reviews, executive meetings, and long-term partnership planning

• Manage strategic and executive escalations, ensuring internal alignment, resolution strategies, and client communications

• Represent the client's voice internally and serve as the cross-functional quarterback for client strategies and commitments

• Collaborate with Account Management to synchronize strategic priorities with tactical execution and follow up on issues

• Maintain oversight of client health, retention risks, growth opportunities, executive relationships, and commitments in client-management systems

• Track healthcare, virtual care, benefit, and competitive trends pertinent to assigned clients

• Carry out other assigned duties

⛳️ Requirements

• Bachelor’s degree is mandatory

• Over 10 years of experience in healthcare client management, strategic account management, client success, consulting, health plan management, healthcare benefits, digital health, virtual care, or a similar field is preferred

• Proven experience managing complex enterprise relationships with health plans, large employers, TPAs, brokers/consultants, or healthcare organizations

• Background in supporting executive relationships, enterprise renewals, revenue retention, account growth, and strategic planning

• Experience in leading executive business reviews and coordinating efforts across clinical, operational, financial, technology, legal, and executive stakeholder groups

• Strong preference for candidates with virtual care, digital health, healthcare delivery, or healthcare benefits experience

• In-depth understanding of health plans, employer-sponsored benefits, TPAs, brokers/consultants, and the healthcare benefits ecosystem

• Comprehensive knowledge of virtual care, digital health, healthcare delivery, population health, and realization of client value

• Demonstrated capability in managing complex enterprise relationships involving multiple stakeholders, priorities, and contractual obligations

• Strong executive presence with the ability to establish credibility among senior and C-suite client stakeholders

• Commercial insight related to retention, renewals, account growth, pricing, contracting, and revenue risk

• Proficient in interpreting performance data and translating it into clear business insights and recommendations

• Excellent skills in communication, presentation, negotiation, relationship management, and problem-solving

• Ability to influence outcomes and lead cross-functional teams without direct authority

• Exceptional organizational and project management skills, capable of managing multiple strategic accounts and priorities

• Positive, collaborative, team-oriented mindset with strong ownership and accountability

• Experience with Salesforce or similar CRM/client management technology

• Familiarity with AI tools to enhance daily workflows and improve efficiency

• Home internet connection through cable broadband or fiber optic service with minimum speeds of 10Mbps download and 5Mbps upload

🏝️ Benefits

• Remote work option

• Up to 20% travel required

• Internet connection requirement for remote work: cable broadband or fiber optic service with a minimum of 10Mbps download and 5Mbps upload

• Support for reasonable accommodations during the online application process

• Tobacco-free workplace policy