Seeking smart, talented individual looking for a growth opportunity and wanting to be part of a successful team. The Sr. Director of Client Success will lead a team of 3 Client Success Managers and subsequent team, ensuring successful project delivery and managing key accounts. The candidate will conduct meetings with health plans and medical groups to review project milestones and share key business metrics.
This is a full time exempt, salaried position, based remotely with headquartered office in Los Angeles, California reporting to the SVP of Client Services.
ESSENTIAL LEADERSHIP RESPONSIBILITIES:
- Coach, motivate, and develop team to achieve success as defined by the client
- Implement client driven service philosophy
- Managing Client Success team 70% of the time and 30% experience on cross selling solutions to existing customers
- Assist with client problem escalation and solution
- Manage revenue forecasting and budget of around $120-150M
- Hold team accountable to meet client and company expectations
- Lead client strategy session and develop action plans to meet business goals
- Supervise, develop and train account managers
- Develop agenda for and lead weekly staff meetings
- Strong analytical skills in order to both prepare and review client reports and understand trends
- Coordinate project delivery with both onshore and offshore resources
- Able to multi-task and thrive in a fast-paced, customer driven, growth minded, great recall on clients but always fun and engaging – business environment.
ESSENTIAL ACCOUNT MANAGEMENT DUTIES AND RESPONSIBILITIES:
- Exceed project goals and expectations established by client
- Succinctly communicate project status and business metrics with clients, offshore and onshore partners
- Manage high volume of client communication and resolve all outstanding client issues
- Schedule and host meetings with clients through web meetings as well as travel to client’s location
- Work collaboratively with internal departments and external vendors to provide clients with a superior experience with our services
- Excellent problem solving, strategic planning, multi-tasking, and coordination skills
EDUCATION:
- A four-year college degree and minimum of 3-5 years of experience
EXPERIENCE/REQUIRED SKILLS:
- Ideally 3 years leading a client services team or account managers or implementation team or enterprise vendor management
- Strong leadership and problem-solving skills, analytical in nature, hands-on
- Experienced working with large enterprise clients
- Excellent customer service, sales, problem solving skills and attention to detail
- Excellent time management skills, highly organized, self-motivated, and able to work under strict timelines with minimal day-to-day supervision
- Strong knowledge of computer-based systems such as Microsoft Office Suite, Salesforce and the Internet with the ability to quickly learn new systems
- Possess excellent written, verbal, and interpersonal communication skills
- Must possess initiative, tact, poise, and neat personal appearance
