Director, Client Success and Continuity

Title: Director, Client Success and Continuity
Direct Manager Title: Vice President, Client Success

The Role
The Director, Client Success and Continuity is responsible for managing, retaining and growing existing client relationships. This includes MSA and SOW agreement renewals with Unlock Health. In addition, this person is responsible for establishing a trusted, advisory relationship with key clients using our Health Risk Assessment (HRA) platform. In addition, this position will collaborate across departments to ensure customer goals and objectives are met. This role is a key member of the Client Success Team, reporting to the Head of Client Success. This position will collaborate across team members and outside departments to ensure customer retention goals and objectives are met. Smooth and continuous contractual relationships with clients are critical in a SaaS environment, and this role is expected to maintain agreements with clients without gaps or pauses.

What You’ll Do

• Proactively manage and guide all HRA clients through any and all agreement changes
• Position yourself as an integrated team member, ensuring continual service to our clients
• Comfortable collaborating with team members on how to position a client for successful negotiations
• Comfortable negotiating both simple and complex agreements with clients and prospects
• Manage contract renewals, amendments, and addendums for all HRA clients
• Demonstrate solid client retention according to annual KPIs set by management
• Establish yourself as a key advisory partner to client marketing teams
• Comfortable navigating clients through technical conversations
• Establishes both Unlock Health and HRAs as valuable to client senior leadership
• Recognize and highlight external issues impacting agreement execution, including issues that impact the processing and acceptance of an agreement, such as client IT demands, legal reviews, business term negotiations, etc.
• Recognize, capture and motivate upselling or cross-selling opportunities according to annual KPIs set by management. Upselling includes selling additional HRAs to an existing client. Cross-selling includes selling any product or service from a non-HRA Unlock division.

Ideal Qualifications

• Bachelor's degree (BA/BS) in healthcare, marketing, or business-related field from an accredited four-year college or university, or relevant experience
• 5+ years of customer support and/or healthcare marketing experience
• Creative and analytical abilities to interpret data, prepare reports and offer ideas for improvement
• Comfortable with face-to-face interactions and negotiations with clients
• Ability to encourage growth and product activity among clients
• Ability to manage multiple projects and prioritize requests effectively and efficiently
• Excellent interpersonal skills and ability to work well with others in a small, diverse company
• Technical skills: Fluency in MAC OS, Microsoft Office (Word, PowerPoint, Excel), Slack, and video conferencing software

Nice to Have

• Experience in SaaS environment
• Comfort working with healthcare professionals, including marketing, service lines, and administration
• Familiarity with Salesforce, Google Analytics, Facebook Ads Platform, CRM platforms, and email or marketing automation tools
• Willingness to learn the basics of company’s proprietary software
• Knowledge of the healthcare industry and healthcare marketing terminology

Perks and Benefits

• Competitive Salary
• Health, Dental and Vision benefit packages to fit all types of lifestyles 
• Life, Short and Long Term Disability Insurance paid 100% by the company 
• FSA / HSA Options
• 401(K) with a generous company match program
• Flexible Paid Time Off (aka- unlimited)
• Paid Parental Leave 
• Hybrid and Remote work schedules available 
• Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
• Employee Referral Program

About Unlock:
Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing.

We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here. 

Equality Opportunity Employer Statement
Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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