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Director Client Outcomes - Remote US
Smile Digital Health
Remote, USA
Full-time
Senior · 8+ years experience
Remote
USD 110000-150000 yearly / year
Discovered 1 weeks ago
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- Drive discussions and resolve operational frictions and Client relations matters in a timely manner. Escalate and/or report complex matters, as appropriate.
- Lead regular strategic reviews that map technical delivery to the client’s business outcomes.
- Build strong relationships with Client business leaders in Claims, Quality, and Member Experience.
- Monitor boundaries between contract inclusive support and new scope by validating needs and, when needed, pivoting the requirement to a Change Order to protect profit and loss.
- Collaborate with cross-functional teams, such as Customer Success, to manage billable hours and prevent over-servicing that requires non-billable hours.
- Collaborate with Sales to Identify and qualify opportunities of expansion.
- Identify opportunities for cross-selling and upselling within existing accounts. Lead the contract renewal process and maintain a high Net Promoter Score (NPS) across the payer sector.
- Provide regular reporting and analyses to leadership on Client status and account health.
- Ensure solutions remain market-fit and gather field intelligence to help Executives validate that product evolution matches shifting client requirements.
- Keep up-to-date on industry and market trends to drive Client discussions and inform product development.
- 8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans).
- 1+ years of people leadership or people management experience, preferred.
- Post-secondary education in Business or related field and/or equivalent relevant work experience.
- 8+ years experience in account management, product management and/or equivalent experience working with or for Payers (Health Plans).
- 1+ years of people leadership or people management experience, preferred.
- Post-secondary education in Business or related field and/or equivalent relevant work experience.
- Exceptional verbal and written communication, experience in translating technical matters to non-technical audiences.
- Demonstrated ability to develop strong relationships with Clients, vendors and cross-functional teams.
- Ability to drive results autonomously and demonstrate ability to assess complex matters and escalate accordingly.
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