We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
At Collective Health, Client Success plays a pivotal role in shaping our client interactions and fostering strong relationships. We are seeking a strategic and experienced leader to rapidly scale and lead our Client Success team. In this role, you will engage directly with clients, consultants, and brokers, collaborating across functions to design and deliver exceptional experiences for employers.
Reporting to the Senior Vice President, Client Success, you will be a critical member of the Collective Health leadership team, collaborating across all functions in the company to deliver a world class experience at scale.
What you'll do:
- Lead Client Success organization, including Directors and Strategic Account Executives, to drive engagement and high performance in client service as they manage annual renewals and upsell products.
- Be a senior, strategic voice and trusted advisor in client and channel relationship management, particularly with leadership contacts.
- Ensure the team is prepared to deliver results as we scale the business to double in size every year or two.
- Evaluate existing client success operations and drive improvements to processes, metrics, and performance.
- Inspire and mentor a team of Client Success members including the hiring and retention of top talent while continuing to grow an existing customer success organization
- Deploy and oversee disciplined client management strategies across entire customer base that revolve around building enduring relationships with clients
- Partner with Sales Leadership to develop strategies and goals around upsells and renewals resulting in a positive impact to customer lifetime value
- Exude self-motivated ownership of metric-driven results, continually acting with a sense of urgency to ensure that results are attained, if not exceeded
- Lead account team activities, including coordination of learning opportunities, insights across market segments, and best practices in client service
- De-escalate and resolve complex client situations both internally and externally
- Work cross functionally to deliver client impact and quality outcomes as a senior strategic partner on large projects like our value story, transparency strategy and reporting strategy
- Provide feedback to product, member services and marketing teams for continuous improvement of the company’s products and service offerings.
- Promote culture of learning and continuous improvement
- Champion perpetual change within Collective Health, to ensure that we anticipate market trends and offer industry-leading products and services
To be successful in this role, you'll need:
- 15+ years in account management/client success (10 years of leadership experience)
- Strong knowledge of healthcare administration, benefits, insurance, technology, or related domains.
- Comprehensive expertise in product positioning, sales, and integrations.
- Experience and proven success in scaling client success organizations.
- Proven customer experience management across stakeholders.
- Lead the organization in leveraging data analysis to drive strategic decisions, fostering a culture of excellence across teams.
- Strong leadership, strategic thinking, and problem-solving skills.
- Experience with benefits consultants and health benefits ecosystem.
- Excellent communication and relationship-building skills.
- Ability to thrive in a collaborative, startup environment.
- Passion for changing healthcare.
Pay Transparency Statement
This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week, or hired for remote work in the following states: CA, CO, CT, FL, GA, IL, MA, MI, MN, NJ, NY, NC, OH, OR, TN, TX, UT, or WA. #LI-remote
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the [salary/hourly rate], you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.
About Collective Health
Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact recruiting-accommodations@collectivehealth.com.
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