Director, Client Success

Key Responsibilities

Relationships and Collaboration

• Build relational network within assigned accounts
• Leads cross functional client-related projects across various departments
• May mentor and train other Client Success Managers and team members

Sales and Marketing

• Leverage relational network within assigned accounts to identify opportunities to expand Machinify's services footprint
• Partner with sales executives to scope opportunity and develop sales discussions with the clients
• Supports building definition of offerings for potential accounts as well as assigned account base
• Shared responsibility for account financial targets
• Monitors forecasting and growth plans for assigned accounts

Solution Delivery and Client Satisfaction

• Responsible for delivery of results according to scope of existing contract
• Identifies opportunities for increased efficiencies to processes, systems and tools used in delivering client services
• Understands customer needs and appropriately manages customer expectations
• Takes initiative for recommendation and action to mitigate risks
• Review and input to reporting and analytics for assigned accounts
• Leverage analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity, and provide status reports
• Handles escalated problem solving and issue resolution
• Has accountability for resolution of complex or escalated billing issues
• Monitor overall account health and client satisfaction

Team Management

• Direct and supervise work of one or more Client Success Managers and/or Delivery Specialists
• Sets clear expectations aligned with company and account strategy
• Provides coaching, feedback and holds accountability for results and behaviors
• Serves as positive role model and leads by example in alignment with company mission, vision, and values
• Other duties and responsibilities as assigned

Knowledge, Skills and Abilities Needed

• Requires exceptional influencing, facilitation, and communication skills coupled with analytical and critical thinking abilities.
• Ability to deal well with ambiguity. Can effectively shift focus and priorities comfortably, can decide and act without having the total picture, comfortable handling risk and adversity.
• Applies excellent interpersonal skills both in one-on-one situations and in larger group meetings.
• Proven ability to work independently and in cross-functional teams, with customers and key stakeholders through collaboration, adapting and consulting.
• Possess ability to work in team environment where collaboration and the knowledge transfer process are critical for success.
• Ability to build strong relationships both internal and external to the organization
• Exercises excellent judgment and possesses a keen attention to detail
• Demonstrates initiative, creativity and innovation to drive excellent customer results and satisfaction
• Demonstrates good judgment by anticipating the consequences of actions and weighing multiple, sometimes conflicting, priorities
• Ability to make good decisions and perform work independently to drive results given direction in the form of assigned goals objectives.
• Demonstrated ability to provide excellent service to diverse clients and maintain positive attitude in fast paced, dynamic environment
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Acts with confidence and achieves results
• Builds credibility and trust
• Mind-set of continuous improvement and adapts quickly to change
• Strong computer application skills (Microsoft office suite, and others)
• Experience in managing multiple complex projects and programs with cross matrix teams
• Strong process, project and program management skills
• Strong management skills in coaching, mentoring and training

Required and Preferred Qualifications

• Minimum 7 years of experience in corporate or healthcare management environment with prior direct responsibility of managing national or regional health plan payer accounts
• Minimum 7 years of experience managing payment integrity audit programs for national or regional health plan payer accounts
• Bachelor's degree in business, finance, management, or related field, or equivalent combination of education and experience preferred